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Customer Service Supervisor - National Remote

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Optum

9d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    People, HR & Administration
  • Dallas
    Remote

AI generated summary

  • You must have a High School Diploma, 3+ years of call center experience, 1+ year of supervisory experience, and skills in Microsoft Office. Flexibility for shifts and secure workspace required.
  • You will supervise team activities, manage incoming and outgoing communications, resolve issues, provide coaching, conduct performance reviews, and ensure customer support excellence.

Requirements

  • High School Diploma / GED
  • Must be 18 years of age OR Older
  • 3+ years of Call Center experience including knowledge of call center industry
  • 1+ years of Supervision or Team lead experience
  • Proven understanding of call center performance metrics and measurements
  • Experience using a computer and Microsoft Office including Microsoft Word (create correspondence and work within templates), Microsoft Excel (data entry, sort / filter, and work within tables), and Microsoft Outlook (email and calendar management) and PowerPoint (creating slides, presentations)
  • Ability to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 10:00pm CST, Sunday - Saturday. It may be necessary, given the business need, to work occasional overtime
  • 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
  • All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Responsibilities

  • Coordinates, supervises and is accountable for the daily / weekly / monthly activities of team members including:
  • Incoming call, chat and secure messaging.
  • Proactive outbound campaigns.
  • Micro Population specialization support (Special Needs, Transgender).
  • Manages team commitment inventory.
  • Sets priorities for the team to ensure task completion and performance goals are met.
  • Coordinates work activities with other Supervisors, Specialists, Business Partners, etc.
  • Identifies and resolves operational problems using defined processes, expertise and judgment.
  • Provides coaching and feedback to team members, including coaching as well as formal corrective action.
  • Conducts performance reviews for team members.
  • Responsible for providing expertise and customer service support to members, customers, and / or providers, including responding to escalated callers.
  • Direct phone - based customer interaction to answer and resolve a wide variety of inquiries.
  • Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit.

FAQs

Do we support remote work?

Yes, this position is full-time remote, allowing you to telecommute from anywhere within the U.S.

What are the working hours for this position?

Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 10:00pm CST, Sunday - Saturday.

What kind of training is provided for this role?

We offer 4 to 6 weeks of on-the-job training, with training hours from 9:00am to 6:00pm CST.

What qualifications are required for this position?

A High School Diploma or GED is required, along with 3+ years of Call Center experience, and 1+ years of supervisory or team lead experience.

Is there a specific age requirement for applicants?

Yes, applicants must be 18 years of age or older.

Will I need to work overtime in this role?

Yes, it may be necessary to work occasional overtime based on business needs.

What skills are necessary for success in this position?

Candidates should have a proven understanding of call center performance metrics, experience with Microsoft Office applications, and the ability to effectively coach and manage a team.

Are there benefits provided with this position?

Yes, UnitedHealth Group offers a comprehensive benefits package, including equity stock purchase and 401k contributions, subject to eligibility requirements.

What is the salary range for this position?

The salary range for this role is $49,300 to $96,400 annually, based on various factors such as local labor markets and work experience.

Is there a drug test required for employment?

Yes, candidates are required to pass a drug test before beginning employment.

How does UnitedHealth Group approach diversity and inclusion?

UnitedHealth Group is committed to creating a diverse workplace where all qualified applicants are considered for employment without regard to race, gender, sexuality, age, and other characteristics protected by law.

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

Optum is a health services and technology company that provides a wide range of solutions to improve healthcare delivery and outcomes. They offer services in healthcare management, data analytics, pharmacy benefit management, and technology solutions to healthcare providers, payers, employers, and government agencies. Optum's ultimate mission is to improve the health system's efficiency and effectiveness, creating a healthier world for everyone. Their purpose lies in collaborating with healthcare partners to address complex challenges, such as improving care coordination, reducing healthcare costs, and enhancing patient experiences. By leveraging data-driven insights and innovative technology, Optum aims to empower healthcare professionals and organisations to deliver high-quality, patient-centered care and drive positive healthcare outcomes for individuals and communities worldwide.

Culture & Values

  • Integrity

    Honour commitments. Never compromise ethics.

  • Compassion

    Walk in the shoes of people we serve and those with whom we work.

  • Relationships

    Build trust through collaboration.

  • Innovation

    Invent the future, learn from the past.

  • Performance

    Demonstrate excellence in everything we do.