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About the role
Key responsibilities & impact- 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 and monitors productivity and performance standards.
- Plans and directs workflow and project assignments.
- Oversees call volume to ensure service standards are met.
- Conducts hiring, training, and evaluation of staff.
- Responsible for team’s adherence to corporate attendance and employment policies.
- Works with the Call Center Manager to develop policies, procedures and the business work plan for the team.
- Recognizes and recommends operational improvements.
- Supervises 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.
- Coordinates work with other supervisors.
- Work is reviewed for overall quality and efficiency.
- Ensures that daily tasks are completed on schedule following established procedures and schedules.
- Failure to achieve results might cause delays in work output.
- 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).
Requirements
What you’ll need- 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
Benefits
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicesupervisory experienceproblem solvingtrainingcoachingperformance evaluationworkflow planningproject managementcall center operationsattendance policies
Soft Skills
leadershipcommunicationteam developmentcollaborationadaptabilitypatiencecustomer relationsfeedback provisionquality assurancetime management
Certifications
BS/BA degree