Contact Center Supervisor - San Juan, PR

Optum; San Juan (PR); On-site; USD 40,000 - 60,000; Full time

Job summary

Optum is seeking a Contact Center Supervisor in San Juan, PR. This role leads a team in a 24/7 environment, ensuring staffing, performance reporting, and workflow efficiency to deliver quality care operations.

Key requirements include 2+ years in supervision, 1+ year in production/inventory, strong Excel skills, and fluent English. The position involves coordinating with senior operations, training staff, and maintaining quality metrics.

Qualifications

• 2+ years of experience as an Operations Supervisor or similar role.
• 1+ years of experience in a production environment and inventory management.
• Microsoft Excel proficiency (filter, sort, create and edit spreadsheets).
• Verbal and written English skills required.
• Ability to work during standard business hours; 7:00 AM–11:00 PM; 24/7 environment may apply.

Responsibilities

• Be a motivational leader, contributing to a positive team environment.
• Provide standard performance reports to update internal stakeholders.
• Conduct regular meetings with Senior Operations on updates and issues.
• Plan, prioritize and organize work to meet objectives.
• Oversee non-clinical staff in operations including training and mentoring.
• Maintain staff performance and attendance records.
• Improve quality of care by applying action plans to meet standards.
• Ensure workflows, case management and care quality are maintained.

Skills

Team leadership

Excel proficiency

English proficiency

Flexibility in shifts

Job description

Improve the lives of others while Caring. Connecting. Growing together.

Job Description - Contact Center Supervisor - San Juan, PR (2387977)

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.

Primary Responsibilities:

• Be a motivational leader, contributing to a positive team environment and sharing when there is an opportunity to improve team morale and engagement
• Provide standard performance reports (e.g., scorecards) to update relevant internal stakeholders
• Conduct regular meetings with Senior Operations to review and discuss updates on outstanding issues (e.g., project implementation readiness; compliance and/or quality audit results; out-of-compliance issues; staffing issues)
• Plans, prioritizes, organizes and completes work to meet established objectives
• Oversees the non-clinical staff within operations including training, mentoring, and counseling
• Maintenance and evaluation of staff performance and attendance
• Improves quality of care by performing and reviewing competencies and implementing appropriate action plans as need to bring staff to standards of care
• Works with staff to ensure the workflows are being maintained, case management is efficient, and quality of care is delivered
• Develops and implements policies and workflows to meet the daily needs of the practice to increase provider satisfaction, decrease errors and improve quality of care
• Works routinely with management to provide feedback
• Other duties may apply
  

*** ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION ***

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:

• 2+ years of experience as a Operations Supervisor or similar role
• 1+ years of experience in a production environment and inventory management
• Microsoft Excel proficiency (filter, sort, create and edit spreadsheets)
• Ability to work during standard business operating hours, Monday through Sunday, between 7:00 AM and 11:00 PM. Please note that this is a 24/7 operational environment, and based on business needs, weekends, holidays, or shifts outside the stated hours-may be required
• Proficient in verbal and written English skills

Preferred Qualifications:

• Experience in the healthcare industry
• Training experience
• Proven solid analytical skills and problem solving
• Demonstrated ability to utilize complex database systems and production platforms simultaneously
• Demonstrated ability to work independently and as a team player
• Demonstrated ability to multi - task including the ability to understand multiple products and multiple levels of benefits within each product

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.

UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-866-566-8715 to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.

UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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