Bilingual Contact Center SME & Team Lead

UnitedHealth Group; San Juan (PR); On-site; USD 42,000 - 60,000; Full time

Job summary

UnitedHealth Group in San Juan, PR is seeking a SME/Team Lead to guide site Supervisors and coach Agents/Representatives in real-time. You will be the voice of the agents and drive performance while fostering a culture aligned with Optum values.

The role emphasizes leading coaching sessions, ensuring adherence to schedules, and supporting daily operations in a 24/7 environment with potential overtime. Bilingual Spanish/English required.

Qualifications

• 1+ years of Call Center or Customer Service experience.
• 6+ months of experience supporting business operations.
• Computer savvy with ability to navigate folders, documents, and internet-based apps.
• Proficient in MS Office with solid computer skills (Excel, MPP, Project, OneNote).
• Spanish and English bilingual required.

Responsibilities

• Resolve customer issues and communicate resolutions to the relevant parties.
• Respond to calls regarding claims payments, benefits, eligibility, and certification issues.
• Investigate issues and document steps taken to achieve resolution.
• Meet production and quality standards and schedule adherence.
• Participate in training and self-development opportunities.
• Maintain a cooperative, positive attitude in the workplace.

Skills

Call Center Experience

Operations Support

Computer Skills

MS Office

Bilingual (Spanish/English)

Team Lead Experience

Tools

Microsoft Excel

MPP

Microsoft Project

OneNote

Job description

UnitedHealth Group in San Juan, PR is seeking a SME/Team Lead to guide site Supervisors and coach Agents/Representatives in real-time. You will be the voice of the agents and drive performance while fostering a culture aligned with Optum values.

The role emphasizes leading coaching sessions, ensuring adherence to schedules, and supporting daily operations in a 24/7 environment with potential overtime. Bilingual Spanish/English required.