[Hiring] Call Center Supervisor @UBC

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.

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 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.

Requirements

• Manage team of call center associates to promote a working team environment and ensure best practices are shared.
• Work to develop employee’s skills, evaluates performance and provides feedback.
• Oversee resolution of employee relations issues and performance standards, productivity, and service standards.
• Provide ongoing 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.
• Track and periodically report 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 participate in in-person and virtual meetings/events (internal and external).

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.