What are the responsibilities and job description for the Call Center Supervisor (Non-Clinical)-AbbVie position at United BioSource?
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XPG03F – Call Center Supervisor (Non-Clinical) - AbbVie
Brief Description :
Patients are at the center of AbbVie’s 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.
Specific job duties :
Responsible for implementing and maintaining the effectiveness of the program by :
- 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.
Supervisory Responsibility :
12 – 20 Direct Report
Desired Skills and Qualifications :
At UBC, employee growth and well-being are always at the forefront. We offer an extensive range of benefits to ensure that you have everything you need to thrive personally and professionally.
Here are some of the exciting perks UBC offers :
