Supervisor I Contact Center

Supervisor I Contact Center

Location: Pearland, TX,  United States

Job Description:

Requisition number: 2369324

Job category: Customer Services

Primary location: Pearland, Texas

Overtime status: Exempt

Travel: No

Explore opportunities with Kelsey-Seybold Clinic, part of the Optum family of businesses. Work with one of the nation's leading health care organizations and build your career at one of our 40+ locations throughout Houston. Be part of a team that is nationally recognized for delivering coordinated and accountable care. As a multi-specialty clinic, we offer care from more than 900 medical providers in 65 medical specialties. Take on a rewarding opportunity to help drive higher quality, higher patient satisfaction and lower total costs. Join us and discover the meaning behind Caring. Connecting. Growing together.  

The Contact Center Supervisor I (CCS I) provides leadership, coaching, development and support to their team of Healthcare Service Representatives (HSRs) to attain Contact Center service and performance goals.

 If you are located in Pearland, TX, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities: 

• This position is responsible for identifying training and performance needs, monitoring phone and work queue performance, developing action plans for improving and sustaining team performance as well as participating and completing special projects as assigned
• The Supervisor I partners with the Workforce Management Team to ensure effective resource planning to maximize productivity of their team
• The CCS I works closely with clinic partners and serves as an escalation point for providers and clinical staff
• The CCS I position is responsible for ensuring that Corporate and Contact Center policies are followed as well as helping to identify and execute changes in policy and procedures
• The CCS I is expected to set the example of living the Kelsey-Seybold values of quality and care

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: 

• 2+ years of equivalent work experience
• 2+ years of supervisory experience in a contact center environment (or equivalent experience)
• 1+ years of experience as a Team Lead or Coordinator in Kelsey-Seybold Contact Center
• Experience using Microsoft Excel, Microsoft Power Point, Microsoft Word
• Proven knowledge and experience with Contact Center technologies including Call Routing and Workforce Management systems

Preferred Qualifications: 

• 3+ years of supervisory experience in a Health care related contact center or 1+ years of supervisory experience in Kelsey-Seybold Contact Center
• Experience and knowledge of Cisco
• Experience and knowledge of Calabrio Workforce Management system
• Fluent in conversational Spanish

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $49,700 to $88,800 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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.

OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.