Call Center Supervisor (Non-Clinical)

About the role

Patients are at the center of our business strategies. The Non-Clinical Supervisor oversees the day-to-day operations of a team of associates in a call center, monitors productivity and performance standards, plans and directs workflow, and ensures service standards are met. This role involves hiring, training, and evaluating staff, developing policies and procedures, and recommending operational improvements. Supervises daily activities of business support, technical support, or production teams at entry or non-exempt levels, coordinating work with other supervisors.

Responsibilities

• Manage a team of call center associates to promote a collaborative working environment and ensure best practices are shared.
• Develop employees' skills, evaluate performance, and provide feedback.
• Oversee resolution of employee relations issues, performance standards, productivity, and service standards.
• Conduct hiring, training, and evaluation of staff.
• Provide ongoing coaching to Customer Service Associates (CSAs) 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 and track progress.
• Assist in developing Call Center programs and process improvements to enhance customer service.
• Serve as a point of escalation for complex customer issues requiring expertise or discretion.
• Backup platform team and handle overflow calls as needed.
• Participate in special projects and travel as required.
• Actively participate in in-person and virtual meetings/events (internal and external).

Qualifications

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

Benefits

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

Supervisory Responsibility: 1–20 direct reports.