Remote Call Center Supervisor - Pharma Support

United BioSource; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote opportunities

401K with company match*

Flexible work environment

Discretionary PTO (Paid Time Off)

Paid Holidays

Medical, Dental, and vision coverage

HSA/FSA

Wellness program

Adoption assistance

Short term disability

Long term disability

Life insurance

Discount programs

Job summary

UBC is seeking a Call Center Supervisor (Non-Clinical) for a remote, USA-based position. The role oversees a team of call center associates, drives performance, and ensures service levels meet standards.

Responsibilities include hiring, training, coaching, and policy execution, with frequent cross-functional coordination. The candidate will lead performance initiatives, track progress, and support process improvements while participating in meetings and travel as needed.

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 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)

Skills

Leadership

Customer service

Communication skills

Problem solving

MS Office proficiency

Team coaching

Interdepartmental collaboration

Education

BS/BA degree

6–8 years relevant experience

Tools

MS Office

Internet & Email

Job description

UBC is seeking a Call Center Supervisor (Non-Clinical) for a remote, USA-based position. The role oversees a team of call center associates, drives performance, and ensures service levels meet standards.

Responsibilities include hiring, training, coaching, and policy execution, with frequent cross-functional coordination. The candidate will lead performance initiatives, track progress, and support process improvements while participating in meetings and travel as needed.