Customer Service Supervisor

Optum, through its Logistics Health Incorporated business, simplifies the logistics of complex workforce health programs with cost-effective solutions and seamless distribution. The Customer Service Supervisor oversees contact center performance, staffing, employee management, customer issues, technical problem resolution, process improvements, and reporting.

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 leadership experience in a corporate setting
• • Hiring and interviewing processes
• • Delegation of workload and staffing
• • Performance management
• • Proficient computer skills including Microsoft Office Suite programs
• • United States Citizenship
• • 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, 9:00 am - 6:00 pm and Saturdays 6:00 am - 3:00 pm CST. Schedule is subject to change based on business need. It may be necessary, given the business need, to work overtime and holidays
• • 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
• • 2+ years of customer service experience
• • National Career Readiness Certificate
• • 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)