Call Center Supervisor – Non-Clinical

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UBC

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

🏥 Healthcare

💼 Consulting

🧬 Biotechnology

Healthcare • Consulting • Biotechnology

UBC is a company dedicated to improving patient outcomes by connecting specialty therapies to patients in need. They provide modern and customized solutions focusing on access, safety, and evidence generation for biopharmaceutical products. UBC specializes in evidence development, risk management, and patient access, utilizing real-world data and innovative technologies to optimize the healthcare journey and ensure effective medication use.

📋 Description

• Manage a team of call center associates and promote a collaborative working environment • Monitor productivity, performance standards, call volume, service levels, and performance guarantees • Plan and direct workflow and project assignments • Develop employee skills, evaluate performance, and provide feedback • Resolve employee relations issues and performance concerns • Conduct hiring, training, and staff evaluations • Provide ongoing coaching to Customer Service Associates on quality, reliability, accountability, and productivity • Work with the Call Center Manager to implement strategic business work-plan goals • Track and periodically report progress to management • Assist with call center programs and process improvements • Escalate and resolve complex customer issues requiring greater expertise or discretion • Provide backup platform support and take overflow calls • Participate in assigned special projects • Travel as needed • Participate actively in in-person and virtual internal and external meetings/events

🎯 Requirements

• BS/BA degree or 6–8 years of relevant business experience • Up to 2 years of experience in a customer service setting; one year of UBC call center experience preferred • Previous supervisory experience helpful • General PC knowledge, including MS Office, Internet, and email • Excellent oral and written phone communication skills • Demonstrated leadership skills • Ability to develop and assist team members • Experience training and coaching less experienced staff • Advanced problem-solving skills • Ability to collaborate with other departments to resolve complex issues with innovative solutions • Knowledge of UBC call center systems and platforms and UBC products/services helpful • PBM and/or Managed Care industry knowledge preferred • Ability to adapt to a dynamic working environment and make independent decisions • Demonstrated ability to handle challenging customers professionally • Ability to travel as needed • Supervisory responsibility for 1–20 direct reports

🏖️ Benefits

• Remote opportunities • Competitive salaries • Growth opportunities for promotion • 401K with company match* • Tuition reimbursement (after 90 days of employment) • Flexible work environment • Discretionary PTO (Paid Time Off) • Paid Holidays • Employee assistance programs • Medical, Dental, and vision coverage • HSA/FSA • Telemedicine (Virtual doctor appointments) • Wellness program • Adoption assistance • Short term disability (after 90 days of employment) • Long term disability • Life insurance • Discount programs