Customer Service Supervisor - Cypress, CA - Full-time / Part-time

Energize
your career with one of Healthcare's fastest growing companies.  

You
dream of a great career with a great company – where you can make an impact and
help people.  We dream of giving you the
opportunity to do just this.  And with
the incredible growth of our business, it's a dream that definitely can come
true. Already one of the world's leading Healthcare companies, UnitedHealth
Group is restlessly pursuing new ways to operate our service centers, improve
our service levels and help people lead healthier lives.  We live for the opportunity to make a
difference and right now, we are living it up.

This
opportunity is with one of our most exciting business areas: Optum –a growing
part of our family of companies that make UnitedHealth Group a Fortune 17 leader.

Optum helps nearly 60
million Americans live their lives to the fullest by educating them about their
symptoms, conditions and treatments; helping them to navigate the system,
finance their healthcare needs and stay on track with their health goals. No
other business touches so many lives in such a positive way. And we do it all
with every action focused on our shared values of Integrity, Compassion,
Relationships, Innovation & Performance.

• Coordinates, supervises and is accountable for the daily/weekly/monthly activities of a 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 
• Responsible
  for supervision of the Admin Call Operation related to Financial
  Services in the Cypress office. Will require flexibility in hours worked
  (team will be covering 5:00am to 8:00pm Pacific time). Will work very
  closely with colleagues across multiple locations. Supervisor is
  responsible for meeting all team performance metrics, with special focus
  on caller satisfaction, quality, productivity, and schedule adherence. 
• Manage a team of Call Center agents.
• Handle escalated calls to resolution.
• Identify and implement continuous process improvements.
• Work with Cross-site peers to ensure consistency and share best practices.
• Provide ongoing coaching and development to all agents
• Lead hiring processes for location.
• 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.
• 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.

• An education level of at least a high school diploma or GED 
• 3+ years of call center experience
• Hours of Operation are 5 am to 9 pm, you must be able to work a 40hr work week anywhere within those hours
  
• 1+ years of experience as a supervisor or team lead in a call center environment 
• Intermediate level of proficiency with MS Word and Excel
• Basic level of proficiency with MS Outlook and PowerPoint
  

Assets:

• Bachelor's Degree