[Hiring] Call Center Supervisor @United Biosource Corporation

Role Description

Patients are at the center of our business strategies. The Non-Clinical Supervisor is responsible for:

• The day-to-day operations of a team of associates in a call center.
• Monitoring productivity and performance standards.
• Planning and directing workflow and project assignments.
• Overseeing call volume to ensure service standards are met.
• Conducting hiring, training, and evaluation of staff.
• Ensuring the team’s adherence to corporate attendance and employment policies.
• Working with the Call Center Manager to develop policies, procedures, and the business work plan for the team.
• Recognizing and recommending operational improvements.
• Supervising the daily activities of business support, technical support, or production team at entry level and/or at non-exempt levels using established policies and procedures.
• Coordinating work with other supervisors.
• Ensuring that daily tasks are completed on schedule following established procedures and schedules.

Specific job duties:

• Manage team of call center associates to promote a working team environment and ensure best practices are shared.
• Develop employee skills, evaluate performance, and provide feedback.
• Oversee resolution of employee relations issues and performance standards.
• Provide ongoing coaching to each Customer Service Associate (CSA) 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.
• Track and periodically report progress to management.
• Assist in the development of Call Center programs and process improvements to enhance customer service.
• Serve as a point of escalation for calls requiring a higher degree of expertise or discretion.
• Backup platform team and may take overflow calls.
• Special projects as assigned.
• Ability to travel as needed.
• 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; 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.
• 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 (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.

Company Description

UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. We provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation.

UBC fosters a culture built on our Core Values being: Collaborative, Conscientious, Curious, Consultative, and Compassionate. We believe in an inclusive workplace that fosters creativity.

UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.