Customer Service Supervisor

This position is National Remote. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

This position is full time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 8:00pm CST. It may be necessary, given the business need, to work occasional overtime. 

We offer weeks of on-the-job training. The hours of the training will be aligned with your schedule, timeframe is based on candidates skillset. 

Primary Responsibilities: 

• Set team priorities to meet performance goals (Quality, Adherence, Service Level, FCR, Customer Experience)
• Manage weekly payroll for staff.
• Conduct team development, production meetings, and performance reviews
• Monitor call activities, perform QA evaluations, and provide coaching/feedback
• Mentor staff and oversee daily team operations and productivity
• Handle escalations and resolve operational, scheduling, and team conflicts
• Reinforce training, develop job aids, and support ongoing staff development
• Participate in hiring processes and support employee incentive programs
• Coordinate with leadership and departments to meet call center metrics and goals
• Lead and support projects, identify process gaps, and implement operational improvements  

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 / GED OR equivalent work experience
• Must be 18 years of age OR older 
• 2+ years of Call Center experience 
• 1+ years of supervisory / leadership experience
• 6+ months of experience handling escalated calls 
• Ability to create, copy, edit, send, and save documents using Microsoft Word, Microsoft Excel, and Microsoft Outlook 
• Ability to work full-time (40 hours/week) Monday- Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 8:00pm Central. It may be necessary, given the business need, to work occasional overtime or weekends.  

Preferred Qualifications: 

• Experience with training, coaching, and mentoring  
• Experience with call center technology (i.e. auto dialer)  
• Experience in healthcare OR managed care  
• Experience leading in a virtual environment 
• Experience working with Veteran Affairs Community Care Network (VACCN)  

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: 

• Excellent verbal and written communication skills including strong telephone etiquette and interpersonal skills 
• Exhibit solid organizational skills, flexibility, time management and attention to detail in a goal - orientated environment 

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy   

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $49,700 to $88,800 annually based on full-time employment. We comply with all minimum wage laws as applicable. 

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.