Call Center Supervisor – Non-Clinical

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UBC

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

🧬 Biotechnology

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Biotechnology • Healthcare Insurance • Pharmaceuticals

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

• Responsible for implementing and maintaining the effectiveness of the program by: Manage team of call center associates to promote a working team environment and ensure best practices are shared. • Works to develop employee’s skills, evaluates performance and provides feedback. • Oversees resolution of employee relations issues and performance standards, productivity and service standards. • Conducts hiring, training, and evaluation of staff. • Provide on-going coaching to each Customer Service Associate (CSA) on their team concerning quality, reliability, accountability and productivity. • Ensure service levels and performance guarantees are met. • Work with Call Center Manager to implement strategic business work plan goals. • Tracks and periodically reports progress to management. • Assist in development of Call Center programs and process improvements to enhance the level of internal and external customer service provided. • Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution. • Backup platform team. May take overflow calls. • Special projects as assigned. • Ability to travel as needed. • Actively participates in in-person and virtual meetings/events (internal and external)

🎯 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 and the 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

🏖️ 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