Customer Service Supervisor

UnitedHealth Group, through its Optum and Logistics Health Incorporated businesses, provides workforce health logistics and contact center services. The Customer Service Supervisor oversees contact center employees, manages staffing and performance, handles personnel and customer issues, supports process improvements, and completes operational 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
• 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
• United States Citizenship
• 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)