Customer Service Supervisor

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The Customer Service Supervisor will oversee team operations, manage performance goals, and mentor staff while ensuring high-quality customer experiences.

Responsibilities:

• Set team priorities to meet performance goals (Quality, Adherence, Service Level, FCR, Customer Experience)
• Manage weekly payroll for staff
• Conduct team development, production meetings, and performance reviews
• Monitor call activities, perform QA evaluations, and provide coaching/feedback
• Mentor staff and oversee daily team operations and productivity
• Handle escalations and resolve operational, scheduling, and team conflicts
• Reinforce training, develop job aids, and support ongoing staff development
• Participate in hiring processes and support employee incentive programs
• Coordinate with leadership and departments to meet call center metrics and goals
• Lead and support projects, identify process gaps, and implement operational improvements

Requirements:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 2+ years of Call Center experience
• 1+ years of supervisory / leadership experience
• 6+ months of experience handling escalated calls
• Ability to create, copy, edit, send, and save documents using Microsoft Word, Microsoft Excel, and Microsoft Outlook
• Ability to work full-time (40 hours/week) Monday- Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 8:00pm Central. It may be necessary, given the business need, to work occasional overtime or weekends
• Experience with training, coaching, and mentoring
• Experience with call center technology (i.e. auto dialer)
• Experience in healthcare OR managed care
• Experience leading in a virtual environment
• Experience working with Veteran Affairs Community Care Network (VACCN)