Call Center Supervisor (Non-Clinical)

United Biosource Corporation

12h•Remote

About The Position

As a pharmaceutical support industry leader, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation. Embark on a rewarding career journey with UBC! Grow your career while making a meaningful impact on the world around you. 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. If you are seeking a career that will challenge, inspire, and reward you, join us at UBC!

Requirements

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

Nice To Haves

previous supervisory experience helpful
UBC call center experience preferred
Knowledge of UBC call center systems and platforms, UBC products/services very helpful
PBM and/or Managed Care industry preferred

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)