Customer Service Supervisor

UnitedHealth Group•Tampa, FL

1d•Remote

About The Position

This position is National Remote. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges. Opportunities with Logistics Health Incorporated (LHI), part of the Optum family of business. We’re dedicated to simplifying the logistics of complex workforce health programs with cost-effective solutions and a seamless distribution process. With offices in La Crosse, Wis., a satellite office in Chicago and remote employees throughout the country, we have a variety of rewarding career opportunities for you. Elevate your career as you help us create a healthier tomorrow for everyone and discover the meaning behind Caring. Connecting. Growing together. This position is 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. We offer weeks of paid training. The hours of the training will be based on schedule or will be discussed on your first day of employment. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

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

Nice To Haves

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)
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
As a requirement of UnitedHealth Group's contract with the Department of Defense, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense eQuip Form SF86, (the National Agency Check Legal and Credit or NACLC). Successful completion of the NACLC process is a requirement for continued employment in this role. NACLC processing will be initiated by our TRICARE Security Officer post-offer and can take 3-6 months for a final decision communication from the Department of Defense. Candidates will be allowed to begin employment with UnitedHealth Group in this role based on an interim clearance, and final results will be communicated as they are received. Failure to obtain final NACLC approval will result in termination from this role.

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.