Customer Service Supervisor

UnitedHealth Group; Dallas (TX); Remote; USD 50,000 - 89,000; Full time

Benefits offered by this job

Comprehensive benefits package

Incentive and recognition programs

Equity stock purchase / 401k

Job summary

UnitedHealth Group seeks a Customer Service Supervisor to lead a remote nationwide team. You will monitor performance, coach staff, hire and develop talent, and ensure service levels across multiple channels.

The role emphasizes process improvements, responsiveness, and adherence to security and regulatory requirements in a full-time remote setting. Eligible candidates should be able to work flexible shifts.

Qualifications

• High School Diploma / GED or equivalent work experience.
• Must be 18 years of age or older.
• 4+ years of similar or related work experience with 2 years of leadership experience in a corporate setting.
• US citizenship required.
• Flexible to work 8- or 10-hour shifts Sunday–Saturday, with potential overtime and holidays.

Responsibilities

• Monitor individual employee performance and provide guidance and feedback.
• Use real-time contact center displays to monitor queue status and service levels.
• Manage daily workflow fluctuations and staffing adjustments.
• Direct productivity and quality of contact center agents.
• Review applications and interview candidates for team lead and agent roles.
• Manage time off, overtime, FMLA, and schedule changes.
• Investigate and respond to customer complaints or inquiries.
• Maintain relationships with customers across channels.
• Address technical problems and coordinate system upgrade requests.
• Collaborate on process improvements or new contracts.

Skills

Leadership

Hiring & interviewing

Performance management

Staffing & scheduling

Customer service experience

Education

High School Diploma / GED

Job description

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

Job Description - Customer Service Supervisor (2394726)

Customer Service Supervisor (Job Number: 2394726)

This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Opportunities with Logistics Health Incorporated (LHI), part of the Optum family of business. We’re dedicated to simplifying the logistics of complex workforce health programs with cost-effective solutions and a seamless distribution process. With offices in La Crosse, Wis., a satellite office in Chicago and remote employees throughout the country, we have a variety of rewarding career opportunities for you. Elevate your career as you help us create a healthier tomorrow for everyone and discover the meaning behind Caring. Connecting. Growing together.

This position is full-time. Employees are required to have flexibility to work any of our 8-hour or 10-hour shift, Sunday - Saturday from 12:00 am - 11:59 pm (Department works 24 hours a day, 7 days a week). This position will be scheduled for an 8-hour shift schedule, Tuesday - Friday, 9:30 pm - 8:30 pm CST. Schedule is subject to change based on business need. It may be necessary, given the business need, to work overtime and holidays.

We offer on the job training. The hours of the training will be based on schedule or will be discussed on your first day of employment.

Primary Responsibilities:

• Monitor individual employee performance in adherence to department and company requirements. Provide consistent guidance and feedback concerning the strengths and development needs in relation to current job performance as well as career development. Address performance concerns through coaching and corrective action as needed. Write and deliver periodic Performance Evaluations.
• Use real-time contact center displays to monitor queue status and ensure multiple contract service level requirements are being achieved.
• Manage fluctuations in daily workflow by making staffing adjustments as necessary.
• Directly responsible for the productivity and quality performance of contact center agents.
• Review applications and resumes of perspective employees. Interview and hire qualified candidates for team lead and contact center agent roles.
• Manage employee time off requests, overtime, FMLA leave, schedule changes and all other personnel issues.
• Investigate and respond to internal and external customer complaints or inquiries.
• Establish and maintain effective working relationships with customers across all channels of communication.
• Proactively pursue resolution of technical problems and upgrade requests for internal and external systems.
• Work collaboratively to provide input on process improvements or new contracts and coordinate the implementation.
• Accurately complete daily, weekly, monthly reporting requirements.

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:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 4+ years of similar OR related work experience with 2 years of leadership experience in a corporate setting. Experience to include:
  • Hiring and interviewing processes
  • Delegation of workload and staffing
  • Performance management
• If you are offered this position, you will be required to provide extensive personal information to obtain and maintain a suitability or determination of eligibility for a confidential / Secret or Top Secret security clearance as a condition of your employment
• Must be a US Citizen
• Ability to work full-time. Employees are required to have flexibility to work any of our 8-hour or 10-hour shift, Sunday - Saturday from 12:00 am - 11:59 pm (Department works 24 hours a day, 7 days a week). This position will be scheduled for an 8-hour shift schedule, Tuesday - Friday, 9:30 pm – 8:30 pm CST. Schedule is subject to change based on business need. It may be necessary, given the business need, to work overtime and holidays

Preferred Qualifications:

• National Career Readiness Certificate
• 2+ years of customer service experience
• ISO experience / knowledge
• Working knowledge of Contact Center systems and platforms
• Bilingual Fluency in English and Spanish (ability to read, write, understand, and communicate proficiently

Telecommuting Requirements:

• 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

As a requirement of UnitedHealth Group's contract with the Department of Defense, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense eQuip Form SF86, (the National Agency Check Legal and Credit or NACLC). Successful completion of the NACLC process is a requirement for continued employment in this role. NACLC processing will be initiated by our TRICARE Security Officer post-offer and can take 3-6 months for a final decision communication from the Department of Defense. Candidates will be allowed to begin employment with UnitedHealth Group in this role based on an interim clearance, and final results will be communicated as they are received. Failure to obtain final NACLC approval will result in termination from this role.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $49,700 to $88,800 annually based on full-time employment. We comply with all minimum wage laws as applicable.

• comprehensive benefits package
• incentive and recognition programs
• equity stock purchase401k contribution

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

Job

Phone Support

Other Locations

US-CT-Hartford, US-MN-Minneapolis, US-AZ-Phoenix, US-FL-Tampa

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.