Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.This position is full time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 6:00am - 6:00pm MST on five out of seven days per week. It may be necessary, given the business need, to work occasional overtime.We offer weeks of on-the-job training. The hours of the training will be based on schedule or will be discussed on your first day of employment.You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.Primary Responsibilities:
Manage and be accountable for employees’ day-to-day, that include Resolution Experience Team members, Team Leads and/or supervisors
Track agent attendance and manages Leaves, FMLA
Coordinate and supervise daily/weekly/monthly activities of team members; engagement and morale building activities
Set priorities for the team to ensure task completion and performance goals, KPIs are met
Coordinate work activities with other supervisors, managers, departments, etc., for department growth and to ensure MBOs are achieved
Attend meetings and present Team’s monthly performance; MBR and maintain other team Governance
Identify and resolve operational problems using defined processes, subject matter expertise and solid judgment on execution of CX principles
Provide coaching, feedback, and annual performance reviews as well as coaching and formal corrective action plans; maintain HR related items, such as time reporting
Engage CLL to promote team development and objectives
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.Required Qualifications:
High school diploma / GED or equivalent work experience
Must be 18 years old OR older
2+ years of customer service or call center experience, preferably as a supervisor, business manager or workforce manager
1+ years of leader/supervisor experience within an organization
Experience with Windows PC applications and Microsoft Office
Ability to work full-time (40 hours/week). Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of 6:00am – 6:00pm MST, on five out of seven days per week. It may be necessary, given the business need, to work occasional overtime
Preferred Qualifications:
Understanding of call center performance metrics and measurements
Consumer Experience metrics and concepts
Within commutable distance to Cypress, CA or Draper, UT preferred
Telecommuting Requirements:
Ability to keep all company sensitive documents secure (if applicable)
Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter PolicyCalifornia, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C., Maryland Residents Only: The salary range for this role is $58,300 to $114,300 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.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 .#RPO
