Contact Center SME & Team Coach

UnitedHealth Group; San Juan (PR); On-site; Confidential; Full time

Job summary

UnitedHealth Group in San Juan seeks an SME/Team Lead to coach Agents in real time, partner with Supervisors, and drive daily performance in a busy call center environment.

The role requires bilingual Spanish/English, 1+ year call center experience, strong MS Office skills, and a 40-hour weekly commitment with potential overtime. A collaborative, performance-driven culture supports growth opportunities.

Qualifications

• 1+ years of Call Center or Customer Service experience.
• 6+ months of experience supporting business operations.
• Proficient in MS Office with solid computer skills (Excel, Project, OneNote).
• Bilingual Spanish and English proficiency required.
• Commit to a 40-hour workweek during standard business hours, with possible overtime.

Responsibilities

• Problem resolution of customer issues and communicate resolutions to appropriate parties.
• Respond to calls regarding claims payments, benefits, eligibility, and certification issues.
• Investigate issues and document steps to resolution.
• Handle and resolve escalated issues when appropriate.
• Meet production and quality standards and schedule adherence.
• Participate in training and self-development opportunities.

Skills

Call Center Experience

Bilingual Spanish and English

Tech Savvy

Tools

MS Office

Microsoft Excel

Microsoft Project

OneNote

Job description

UnitedHealth Group in San Juan seeks an SME/Team Lead to coach Agents in real time, partner with Supervisors, and drive daily performance in a busy call center environment.

The role requires bilingual Spanish/English, 1+ year call center experience, strong MS Office skills, and a 40-hour weekly commitment with potential overtime. A collaborative, performance-driven culture supports growth opportunities.