Customer Service Leader: Growth & Process Improvement

UnitedHealth Group; Everett (WA); On-site; Confidential; Full time

Benefits offered by this job

Comprehensive benefits package

Equity stock purchase

401k contribution

Incentive and recognition programs

Job summary

UnitedHealth Group in Everett, WA is seeking a full-time Onsite Leader to manage teams, drive process improvements, and ensure service level objectives across multiple clients. You will coach supervisors, monitor performance, and partner with WFM to meet staffing and quality goals.

This role requires 2+ years in customer service leadership, strong communication, and the ability to work a standard 8-hour shift from 8:00 am to 5:00 pm PST, with occasional overtime as needed.

Qualifications

• High School Diploma / GED or equivalent work experience.
• Must be 18 years of age or older.
• 2+ years of customer service experience in a receptionist/PSR role.
• 1+ years of leadership/Team Lead/Supervisory experience.
• Reliable transportation with up to 30% travel within Everett/Seattle market.
• Full-time availability with 8-hour shifts 8:00 am–5:00 pm PST; occasional overtime.

Responsibilities

• Manage teams and ensure SLAs & MBOs are met.
• Lead process improvement and cost-reduction initiatives.
• Coach and develop managers, supervisors, and team leads.
• Drive engagement and maintain a highly productive workforce.
• Ensure QA rigor and governance across processes.
• Coordinate with WFM to meet projections and staffing needs.
• Maintain compliance with policies, regulations, and security standards.

Skills

Leadership

Communication

Coaching

Mentoring

Multi-tasking

Problem-solving

Independence

Team collaboration

Education

High School Diploma or GED

Tools

Epic

Job description

UnitedHealth Group in Everett, WA is seeking a full-time Onsite Leader to manage teams, drive process improvements, and ensure service level objectives across multiple clients. You will coach supervisors, monitor performance, and partner with WFM to meet staffing and quality goals.

This role requires 2+ years in customer service leadership, strong communication, and the ability to work a standard 8-hour shift from 8:00 am to 5:00 pm PST, with occasional overtime as needed.