Call Center Supervisor – Non-Clinical

🔥 6 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Call Center Representative

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 team of call center associates to promote a working team environment and ensure best practices are shared • Develop employees’ skills, evaluate performance, and provide feedback • Oversee employee relations issues, performance standards, productivity, and service standards • Conduct hiring, training, and evaluation of staff • Provide ongoing coaching to Customer Service Associates on quality, reliability, accountability, and productivity • Ensure service levels and performance guarantees are met • Work with the Call Center Manager to implement strategic business work plan goals • Track and periodically report progress to management • Assist in developing call center programs and process improvements to enhance internal and external customer service • Serve as an escalation point for calls requiring greater expertise or discretion • Provide timely resolution of customer issues • Provide backup platform support and take overflow calls • Complete special projects as assigned • Coordinate work with other supervisors • Ensure daily tasks are completed on schedule according to established procedures and schedules • Supervise 1–20 direct reports

🎯 Requirements

• BS/BA degree or 6 – 8 years of relevant business experience • Up to 2 years of experience in a customer service setting; prefer one year experience UBC call center • Previous supervisory experience helpful • General PC knowledge including MS Office, Internet and email • Excellent phone oral and written communication skills • Demonstrated leadership skills, including ability to effectively develop and assist team members • Experience training and coaching less experienced staff with the patience to explain details and processes repeatedly • Advanced problem solving skills • Ability to work collaboratively with other departments to resolve complex issues with innovative solutions • Knowledge of UBC call center systems and platforms; UBC products/services very helpful • PBM and/or Managed Care industry preferred • Ability to adapt to a dynamic working environment and make independent decisions • Demonstrated ability to handle challenging customers in a professional manner • Ability to travel as needed • Actively participates in in-person and virtual meetings/events (internal and external) • M-F 8AM-4:30PM ET with rotation of shift coverage supporting later shifts until 8PM ET

🏖️ Benefits

• Remote opportunities • Competitive salaries • Growth opportunities for promotion • 401K with company match* • Tuition reimbursement • 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 • Long term disability • Life insurance • Discount programs

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