Bilingual Korean Customer Service Supervisor - Lower Manhattan/New York, NY - Full-time / Part-time

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.This position is responsible for providing expertise and customer service support to our Medicare members. This position coordinates, supervises direct reports, and is accountable for the daily activities of business support for the phone team. The Supervisor manages and develops employees and proactively monitors individual and team performance by providing frequent, ongoing feedback and coaching.Primary Responsibilities:Supervises Korean phone team employees with varying tenure and skill at the same locationCoordinates, supervises and is accountable for the daily/weekly/monthly activities of team membersSets priorities for the team and ensures performance metrics are met, such as Quality, Schedule Adherence, After Call Work, Service Levels, Customer Satisfaction, and other performance metricsSets priorities and monitors employee and team performance by reviewing operational metrics and listening to and observing call management techniquesIdentifies and resolves operational problems using defined processes, expertise and judgmentImplements strategies to improve operational performance including call management, call back rate, transfer rate, quality/WAPMO and United Experience SurveyAs needed, prepares, delivers and manages remediation plansLeads regular team meetings to communicate changes, relevant operational performance information and/or to build employee engagementManages and develops new employees and proactively monitors individual and team performance by providing frequent, ongoing feedback and coachingMonitors attendance and tardiness to ensure compliance within company guidelinesEnforces company policy and helps others adapt to changeCoordinates work activities with other supervisors, managers, departments, etc.Monitors and ensure inbound queue coverage at all times; utilizing all available staffing resources. Adjust work schedules to meet business needsAs needed, supports call volume during peak times, to include taking member calls and escalated callsQuality monitoring of member contacts to ensure quality assurance standards are metConsistently communicates changes such as policies, procedural and overall performance as a team and one-on-one

Required Qualifications:High School Diploma or GED3 + years of customer service experience analyzing and solving customer problems1+ years of supervisor working experienceBilingual in Korean and English (verbal and written)Prior call center experience (not industry specific)Experience with team interactions and improvement methods/projects (e.g., coaching, quality, productivity)Successful completion of UnitedHealthcare Operations Customer Service Advocate training upon hire and demonstrated proficiencyStrong working experience with Windows PC applications, which includes the ability to learn new and complex
computer system applicationsAvailable to work between the hours of 9am – 8:30pm ET Monday to Friday
and work on rotation with the flexibility to adjust daily schedule and
work on weekends, as neededExperience with MS Word including data entry and
documentation creationExperience with MS Excel including data entry, sorting, creating/modifying
spreadsheetsExperience with MS Outlook including the ability to send/receive email, set out
of office, and update calendar
Preferred Qualifications:Undergraduate Degree or equivalent experienceExperience in Healthcare/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)Soft Skills:Demonstrated strong leadership/facilitation skillsExcellent verbal and written communication and presentation skillsExcellent people and conflict management skillsStrong organization skills and attention to detailAbility to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each productAbility to utilize and navigate multiple systems/platforms while on a
call with a member – strong computer skills and technical aptitudeCareers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.