About The Company
Optum, a subsidiary of UnitedHealth Group, is a leading global organization dedicated to transforming healthcare through innovative technology and compassionate care. With a mission to help millions of people live healthier lives, Optum leverages data, analytics, and advanced solutions to improve health outcomes and enhance the healthcare experience. The company fosters a culture of inclusion, collaboration, and continuous growth, offering employees a dynamic environment where they can make a meaningful impact on communities worldwide. Committed to diversity and equity, Optum prioritizes equitable care and sustainable practices, ensuring that its operations positively influence both individual lives and broader societal health.
About The Role
This is a remote, full-time supervisory position within Optum's call center operations, designed to support healthcare delivery and customer service excellence across the United States. The role involves leading a team of customer service representatives, managing daily operations, and ensuring the achievement of key performance indicators such as quality, adherence, service levels, and customer satisfaction. As a team leader, you will be responsible for coaching staff, overseeing call activities, and implementing process improvements to optimize team productivity. The position offers flexibility to work during standard business hours, with occasional overtime, and includes comprehensive on-the-job training tailored to your skillset. This role provides an excellent opportunity to develop leadership skills within a supportive environment committed to professional growth and impactful service delivery.
Qualifications
- High School Diploma / GED or equivalent work experience
- Must be 18 years of age or older
- Minimum of 2 years of call center experience
- At least 1 year of supervisory or leadership experience
- Experience handling escalated calls for 6 months or more
- Proficiency in Microsoft Word, Excel, and Outlook for document management
- Flexibility to work full-time (40 hours/week) during business hours (8:00am - 8:00pm CST), including occasional overtime or weekends
Responsibilities
- Set team priorities to meet performance metrics such as quality, adherence, service level, first call resolution, and customer experience
- Manage weekly payroll processing and ensure accurate compensation for team members
- Conduct team development activities, including production meetings and performance reviews
- Monitor call activities, perform quality assurance evaluations, and provide coaching and feedback to staff
- Mentor team members, oversee daily operations, and ensure productivity standards are met
- Handle escalated customer issues and resolve operational, scheduling, and team conflicts effectively
- Reinforce training initiatives, develop job aids, and support ongoing staff development efforts
- Participate in hiring processes and support employee incentive programs to motivate team members
- Coordinate with leadership and other departments to meet call center metrics and organizational goals
- Lead projects, identify process gaps, and implement operational improvements to enhance efficiency
Benefits
- Comprehensive health, dental, and vision insurance plans
- 401(k) retirement savings plan with company contributions
- Paid time off and holiday leave
- Performance-based incentives and recognition programs
- Opportunities for career development and advancement within the organization
- Flexible telecommuting environment with support for remote work setup
- On-the-job training tailored to individual skillsets
Equal Opportunity
UnitedHealth Group is an Equal Employment Opportunity employer. We are committed to creating a diverse and inclusive workplace where all qualified applicants receive consideration regardless of race, national origin, religion, age, gender, sexual orientation, gender identity, disability, veteran status, or any other characteristic protected by law. We promote a drug-free workplace and require candidates to pass a drug test prior to employment. Our goal is to ensure equitable access to employment opportunities and foster a culture of respect and belonging for all employees.