People Experience Supervisor

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.

The People Experience Supervisor is responsible for leading the Employee Center team, ensuring effective handling of employee queries across Web, Chat, and Calls, while driving service excellence, team performance, and operational efficiency.

Primary Responsibilities:

• Team Management & Operations
  • Oversee daily operations of the Employee Center team across Web Cases, Chat, and Inbound Calls
  • Ensure team adherence to SLAs, TAT, quality, and productivity standards
  • Monitor queue volumes and allocate resources effectively to meet business demands
  • Handle complex queries and critical escalations, ensuring timely resolution
  • Maintain high levels of service delivery and employee experience
• Performance Management & Coaching
  • Track individual and team performance through regular reviews and dashboards
  • Conduct coaching sessions, provide feedback, and drive continuous improvement
  • Identify training needs and support skill development for team members
  • Drive engagement, motivation, and accountability within the team
• Process Excellence & Compliance
  • Ensure adherence to all US SOPs, case documentation formats, and compliance protocols
  • Identify process gaps and recommend improvements or automation opportunities
  • Ensure proper case documentation, audit readiness, and knowledge management
• Stakeholder Management
  • Act as a point of contact for internal stakeholders and US counterparts
  • Maintain effective communication and ensure alignment on expectations and deliverables
  • Provide regular updates on team performance, risks, and improvements
• Contact Center Oversight
  • Support contact center operations with proper governance and documentation
  • Drive consistent application of US culture and communication standards in case handling
• Others
  • Lead special projects and process improvement initiatives
  • Develop Subject Matter Expertise (SME) within the team
  • Ensure team readiness for shifts aligned with US business requirements
  • Promote knowledge sharing and best practices within the team
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Graduate (BA/BS preferred in HR/Business) with 3+ years of experience in HR operations / contact center support
• Proven experience in driving performance metrics (SLAs, quality, productivity)
• Solid knowledge of US HR processes (HR Helpdesk, ServiceNow, PeopleSoft)
• Proven excellent communication and stakeholder management skills
• Proven ability to manage escalations and work in a fast-paced, time-sensitive environment

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.