Customer Service Supervisor

Optum is dedicated to simplifying the logistics of complex workforce health programs with cost-effective solutions. The Customer Service Supervisor will monitor employee performance, manage staffing adjustments, and ensure quality performance of contact center agents while addressing customer inquiries and complaints.

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

Requirements:

• 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 demonstrated leadership experience in a corporate setting. Experience to include: Hiring and interviewing processes, Delegation of workload and staffing, Performance management
• Proficient computer skills including Microsoft Office Suite programs
• 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, Tuesday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:00 am - 6:00 pm and Tuesday - Friday, 6:00 am - 3:00 pm CST. There is an on-call rotation for weekend/holidays. It may be necessary, given the business need, to work occasional overtime. This division operates 24 hours per day, 7 days per week
• 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)