Call Center Supervisor (Non-Clinical)

About the Role

This is a fully home-based position with UBC, a pharmaceutical support organization focused on improving patient outcomes and helping advance healthcare. The company supports the drug development and commercialization journey, including clinical trial support and real-world evidence generation. UBC emphasizes a workplace culture grounded in collaboration, conscientiousness, curiosity, consultative thinking, and compassion.

In this role, you will oversee a non-clinical call center team, making sure day-to-day operations run smoothly, service goals are met, and the team follows established policies and procedures. The position combines people leadership, workflow planning, performance monitoring, and customer issue escalation.

What You Will Do

• Lead a team of call center associates and encourage a collaborative, best-practice-driven environment.
• Support employee development through coaching, performance reviews, and regular feedback.
• Handle employee relations matters and monitor productivity, quality, and service standards.
• Participate in hiring, onboarding, training, and staff evaluation.
• Provide ongoing coaching to Customer Service Associates on accountability, reliability, quality, and productivity.
• Ensure service targets and performance commitments are consistently achieved.
• Partner with the Call Center Manager to carry out business goals and work-plan priorities.
• Track progress and report updates to management on a regular basis.
• Help improve call center programs, workflows, and internal/external customer service processes.
• Act as an escalation contact for complex or sensitive customer issues that require stronger judgment or subject-matter expertise.
• Support the platform team when needed and handle overflow calls if required.
• Take on special assignments and projects as requested.
• Be available to travel as business needs require.
• Take part in both in-person and virtual meetings and events.

Team Scope

The supervisory span for this position is 1 to 20 direct reports.

Skills and Experience Needed

UBC is looking for someone with strong leadership ability, excellent communication skills, and the confidence to manage a dynamic call center environment. You should be able to coach team members patiently, resolve complex problems collaboratively, and make independent decisions when needed. Experience with customer service operations, call center systems, and professional handling of difficult customer situations is highly valuable.

The role also calls for comfort with standard office technology, including Microsoft Office, internet tools, and email. Familiarity with PBM or managed care environments is preferred.

Benefits and Perks

• Work from home opportunities
• Competitive compensation
• Career growth and promotion pathways
• 401(k) with company match
• Tuition reimbursement
• Flexible working setup
• Discretionary paid time off
• Paid holidays
• Employee assistance program
• Medical, dental, and vision coverage
• HSA/FSA options
• Telemedicine access
• Wellness program
• Adoption assistance
• Short-term disability coverage
• Long-term disability coverage
• Life insurance
• Discount programs

Equal Opportunity Statement

UBC states that it is an equal opportunity employer and makes hiring decisions without regard to race, color, sex, age, national origin, religion, sexual orientation, gender identity or expression, veteran status, disability, or any other protected category under applicable federal, state, or local law. The organization is committed to maintaining a diverse, equitable, and inclusive culture that shows respect for colleagues, clients, and patients.