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Supervisor Customer Service - Columbus, OH

08/09/2018Call Center
Job Location:
Columbus, OH
Metro Area:
OH - Columbus
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
Welcome to one of the most fulfilling roles that links directly into helping others and creating an environment that fosters growth and development. Challenge yourself and others to excel in a fast pace environment that provides you 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.Primary Responsibilities: Coordinates, supervises and is accountable for the daily / weekly / monthly activities of team members. This role will also be part of the leadership team responsible for building a new site in Columbus, Ohio. Prioritizes communication and talks to the team to remove barriers to success. Ensures performance metrics are met, such as Quality, Schedule Adherence, After Call Work, Service Levels, Customer Satisfaction, and other performance metrics. 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 the development of formal corrective action plans. Creates individual development plans and conducts annual performance reviews for team members. Enforces company policy and helps others adapt to change. Reviews and addresses team attendance daily/weekly/monthly. 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. Supports call volume during peak times, to include taking member calls and escalated calls.

Qualifications:

Requirements: High School Diploma / GED Work Hours 7am-10pm Central Standard Time, Sunday-Saturday, must be available to work any shift during those hours 2+ years of Customer Service experience analyzing and solving customer's problems Experience coaching, counseling and/or mentoring othersExperience with Windows PC applications, which includes the ability to learn new and complex computer system applications Assets: Associate's Degree or higher Experience in the Healthcare Industry Experience as a Supervisor Soft Skills: Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product Passion for exceptional customer service. Provide quality customer service (internally and externally) by anticipating, understanding and striving to achieve customer needs. Physical Requirements and Work Environment: Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity 800x600 Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Calibri",sans-serif; mso-bidi-font-family:"Times New Roman";} Careers at UnitedHealthcare Medicare & Retirement. The Boomer generation is the fastest growing market segment in healthcare. And we are the largest business in the nation dedicated to serving their unique health and well-being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our Healthcare system. Ready? It's time to do your life’s best work.SM 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. Keywords: customer service representative, customer service, CSR, sales, outbound calls, Optum, UnitedHealth Group, call center,
 
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