Customer Service Supervisor

3 weeks ago


Manila, National Capital Region, Philippines Optum, a UnitedHealth Group Company Full time

Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. Employees in jobs labeled with SCA must support a government Service Contract Act (SCA) agreement.

Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit. Impact of work is most often at the team level.

Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our health care system. It's dramatic and each day presents a new set of challenges. And that's where companies like UnitedHealthcare, part of the UnitedHealth Group family of businesses, is taking the lead. We see those challenges as opportunities, but we can't do it alone. You'll play a leadership role in a high volume, focus and performance driven call center where the goal is always to connect with members and enhance the customer experience. Now you can take advantage of some of the best training and tools in the world to help serve our members.

Primary Responsibilities
  • Coordinate and supervise daily/weekly/monthly activities of team members
  • Set priorities for the team to ensure task completion and performance goals are met
  • Coordinate work activities with other supervisors, managers, departments, etc.
  • Identify and resolve operational problems using defined processes, expertise and judgment
  • Provide coaching, feedback and annual performance reviews as well as formal corrective action
  • This role is equally challenging and rewarding. You'll need to always stay positive especially in difficult situations. You'll be asked to mentor, challenge, and communicate effectively with all different types of people.
Must Have:
  • BPO/ Call Center Supervisor Experience
Preferred Qualifications:
  • Completed 2 years in college
  • Healthcare experience
  • Client interaction
  • Proficient in using MS applications
  • With NPS, FCR, and coaching experience
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