Supervisor Customer Service - National Remote

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 Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of Sun - Sat 8am-11pm EST (October - March) OR Mon - Fri 8am - 11pm EST (April - September). It may be necessary, given the business need, to work occasional overtime.

We offer 2 weeks of paid on-the-job training. The hours during training will be 8:00am to 4:30pm (Time Zone TBD) or may vary a little, Monday - Friday.  Training will be conducted virtually from your home or site based on your location.

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 Qualifications

• High School Diploma or GED
• Must be 18 years of age or older
• 2+ years experience in Customer Service
• Ability to multi-task, set priorities, and manage time effectively
• 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 full-time Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of Sun - Sat 8am-11pm EST (October - March) OR Mon - Fri 8am - 11pm EST (April - September). It may be necessary, given the business need, to work occasional overtime
  
  

Preferred Qualifications

• 3+ years experience in customer service
• 1+ years experience in a leadership role
• Interpersonal, written, and oral communication skills
• Ability to meet production and quality goals
• Must be able 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

• 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
  
  

The salary range for this role is $49,300 to $96,400 annually based on full-time employment. 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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