Supervisor Customer Service - Miami, FL

Position Description:

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.

Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries.

Primary Responsibilities:

• Coordinates, supervises and is accountable for the daily/weekly/monthly activities of team members
• Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level and AHT
• Coordinates work activities with other supervisors, managers, departments, etc.
• Identifies and resolves operational problems using defined processes, expertise and judgment
• Provides coaching and feedback to team members, including formal corrective action
• Conducts annual performance reviews for team members
• Provides expertise and customer service support to members, customers, and/or providers
• Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit
• Impact of work is most often at the team level

Requirements:

• High School Diploma or GED
  
• 5+ years of customer service experience analyzing and solving customer problems
• 2+ years of call center experience
• 1+ years of experience in a leadership role
• Intermediate proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
• Intermediate proficiency with MS Word & Excel, Outlook
  
• Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
• Experience with team interactions and improvement methods/projects (e.g., coaching, quality, productivity)

Assets:

• Bachelor's Degree
• Ability to navigate a computer while on the phone

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 14 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.