Customer Service Supervisor
About The Position
The Customer Service Supervisor oversees contact center employees and operations for Logistics Health Incorporated (LHI), part of the Optum family of businesses. This is a full-time, national remote position that may be performed from anywhere in the United States, subject to telecommuting requirements. The supervisor monitors employee performance, contact center service levels, workflow, productivity, and quality; provides coaching and performance evaluations; and manages hiring, scheduling, time off, overtime, leave, and other personnel matters. The department operates 24 hours a day, seven days a week. Employees must be flexible to work 8- or 10-hour shifts any day from Sunday through Saturday. The position is scheduled for an 8-hour shift Tuesday through Friday, 9:30 p.m. to 8:30 p.m. CST, with schedules subject to change based on business needs. Overtime and holiday work may be necessary. On-the-job training is provided, with training hours based on the schedule or discussed on the first day of employment. Candidates must be U.S. citizens and provide information for a Department of Defense suitability determination and NACLC clearance process. Employment may begin with interim clearance; final NACLC approval is required for continued employment. The role requires a dedicated private work area, secure handling of sensitive documents, and access to an approved high-speed internet connection. The position also requires passing a drug test before beginning employment.
Requirements
- High school diploma or GED, or equivalent work experience.
- At least 18 years of age.
- At least 4 years of similar or related work experience, including 2 years of leadership experience in a corporate setting.
- Experience with hiring and interviewing processes, workload delegation and staffing, and performance management.
- Proficient computer skills, including Microsoft Office Suite programs.
- U.S. citizenship.
- Ability to provide extensive personal information for a confidential, Secret, or Top Secret suitability or eligibility determination, and to complete the required Department of Defense NACLC process; final approval is required for continued employment.
- Ability to work full-time and maintain flexibility for 8- or 10-hour shifts any day Sunday through Saturday, including the scheduled Tuesday–Friday shift; overtime and holiday work may be necessary.
- Ability to secure company-sensitive documents, if applicable.
- A dedicated work area separated from other living areas that provides information privacy.
- Residence in a location that can receive UnitedHealth Group-approved high-speed internet, or access to existing high-speed internet service.
- Adherence to UnitedHealth Group’s Telecommuter Policy for remote employees.
- Ability to pass a drug test before beginning employment.
Nice To Haves
- National Career Readiness Certificate.
- At least 2 years of customer service experience.
- ISO experience or knowledge.
- Working knowledge of contact center systems and platforms.
- Bilingual fluency in English and Spanish, including the ability to read, write, understand, and communicate proficiently.
Responsibilities
- Monitor individual employee performance for adherence to department and company requirements; provide guidance and feedback, address performance concerns through coaching or corrective action, and write and deliver periodic performance evaluations.
- Use real-time contact center displays to monitor queue status and ensure contract service-level requirements are met.
- Manage daily workflow fluctuations by making staffing adjustments as needed.
- Oversee contact center agents’ productivity and quality performance.
- Review applications and resumes, and interview and hire qualified team leads and contact center agents.
- Manage employee time-off requests, overtime, FMLA leave, schedule changes, and other personnel issues.
- Investigate and respond to internal and external customer complaints or inquiries.
- Establish and maintain effective customer relationships across communication channels.
- Pursue resolution of technical problems and upgrade requests for internal and external systems.
- Collaborate on process improvements and new contracts and coordinate their implementation.
- Complete daily, weekly, and monthly reporting requirements accurately.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- Incentive and recognition programs.
- Equity stock purchase program.
- 401(k) contribution.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
