Call Center Supervisor (Non-Clinical)

About the role

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 workflow, hiring/training/evaluating staff, and serving as an escalation point. Remote opportunity with UBC, a pharmaceutical support industry company. 1-20 direct reports.

Requirements

• BS/BA degree or 6-8 years of relevant business experience
• Up to 2 years customer service experience; previous supervisory experience helpful
• Excellent phone, oral and written communication skills
• Demonstrated leadership skills including developing and coaching team members
• Advanced problem-solving skills, ability to work collaboratively across departments

What you'll do

• Manage team of call center associates and promote a working team environment
• Develop employee skills, evaluate performance, provide feedback
• Oversee resolution of employee relations issues and performance standards
• Conduct hiring, training, and evaluation of staff
• Coach CSAs on quality, reliability, accountability, productivity
• Ensure service levels and performance guarantees are met
• Serve as point of escalation for complex customer issues

Where this was posted

• LinkedIn

  last seen 2mo ago
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