Remote Customer Service Team Lead

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

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.