Supervisor Customer Service – National Remote
UnitedHealth Group
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
This role requires high performance under minimal supervision. The Supervisor provides direction, inspiration, and counseling to Team Leads and Customer Representatives. Monitors workflow functions, outcomes, customer satisfaction, quality assurance, first contact resolution, among other KPIs, with the result of meeting or exceeding the established financial and other objectives set in cooperation with the Operational Manager.
You will play a leadership role in a high volume, and performance driven call center where the goal is always to connect with members and enhance the customer experience. Now you can take advantage of some of the best training and tools in the world to help serve our members.
This position is full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am – 11:00 pm EST from Sunday – Saturday (October – March), and 8:00 am – 11 pm EST from Monday – Friday (April – September).
We offer 2 weeks of paid on-the-job training. The hours during training will be 8:00 am – 4:30 pm (Time Zone TBD) OR may vary a little from Monday – Friday. Training will be conducted virtually from your home OR site based on your location.
Based on your location you could qualify for fully remote or hybrid position.
You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
Complete at least two 1on1’s each month with each team member
Provide daily coaching and review stats to monitor team’s performance
Monthly team meeting
Process error coaching
QA coaching
Work escalations
Complete 5 call side by sides per month (between team lead and supervisor)
Take overflow supervisor calls
People related efforts as but not limited to surveys, customer service week, GSS updates, HR related cases, formal and informal administrative actions, pay and benefits, system access requirements, etc.
Support all team functions
Engage team center to keep high morale and drive high level of team member engagement
Conflict resolution
Lead special projects and functions
Support training and the launch of new products
Lead efforts to maximize team NPS, Csat
Partner with leadership in different business segments to develop unique solutions
Partner with call center leadership to identify & fill leadership gaps
Monitor SL and effectively react to and resolve incidents
Prepare and deliver Power Point presentations to team & leadership meetings
Develop and deliver performance reports including team performance
Review WFM to ensure proper staffing and report Roll Call
Review WFM and complete weekly audits of team timecards.
Provide comprehensive call center reporting consisting of all teams to leadership monthly
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualification:
High School Diploma / GED
Must be 18 years of age OR older
2 years of experience in Customer Service
Ability to multi-task, set priorities, and manage time effectively
Exceptional phone and verbal communication skills along with active listening
Customer focus and adaptability to different customer situations
Ability to learn new and sometimes complicated systems
Ability to work any 8-hour shift between the hours of 8:00 AM – 11:00 PM EST from Sunday – Saturday (October – March) and 8:00 am – 11 pm EST from Monday – Friday (April – September)
Preferred Qualifications:
3 years of experience in Customer Service
1 years of experience in a leadership role
Excellent interpersonal, written and oral communication skills
Demonstrated ability to meet production and quality goals
Ability to work in a collaborative atmosphere
Telecommuting Requirements:
Ability to keep all company sensitive documents secure (if applicable)
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Soft Skills:
Extensive Customer Service experience and leadership possibly in multiple functions
Work does not usually require established procedures
Works independently
Mentors others
Acts as a resource for others
Demonstrates a depth and breadth of knowledge / skills in own area and is often able to apply these outside of own function
Solves complex problems on own; proactively identifies new solutions to problems
Acts as a facilitator to resolve conflicts on team; seen as key team member on project teams spanning more than own function
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, OR Washington, D.C. Residents Only: The salary range for this is $48,300 – $94,500 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment .
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