Remote Call Center Supervisor - Growth & Leadership

UBC; United States; Remote; USD 65,000 - 95,000; Full time

Benefits offered by this job

Remote opportunities

Growth opportunities for promotion

401K with company match

Flexible work environment

Discretionary PTO

Paid Holidays

Employee assistance programs

Medical, Dental, and vision coverage

HSA/FSA

Wellness program

Adoption assistance

Short term disability

Long term disability

Life insurance

Job summary

UBC is seeking a Call Center Supervisor (Non-Clinical) for a remote, home-based role in the USA. You will supervise 1–20 associates, hire and train staff, ensure service levels, and drive performance improvements across the call center operations in a cross-functional team environment.

Responsibilities include coaching, performance evaluation, and collaborating with the Call Center Manager to implement business plans. Strong communication, leadership, and problem-solving skills are required.

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.

Responsibilities

• 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 ongoing coaching to each Customer Service Associate 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 customer service.
• Serve as a point of escalation for calls requiring higher 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.
• Participates in in-person and virtual meetings/events.

Skills

Communication skills

Leadership

Customer service

Problem solving

Team coaching/training

MS Office

Education

BS/BA degree or 6 - 8 years of relevant business experience

Tools

UBC call center systems

MS Office

Job description

UBC is seeking a Call Center Supervisor (Non-Clinical) for a remote, home-based role in the USA. You will supervise 1–20 associates, hire and train staff, ensure service levels, and drive performance improvements across the call center operations in a cross-functional team environment.

Responsibilities include coaching, performance evaluation, and collaborating with the Call Center Manager to implement business plans. Strong communication, leadership, and problem-solving skills are required.