You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:- Manage supervisors and oversee day-to-day activity for multiple teams
- Ensure teams meet KPIs: service level, AHT, quality, CSAT
- Monitor real-time queues and adjust staffing/call flow as needed
- Conduct performance reviews with supervisors; ensure consistent coaching for agents
- Analyze performance reports to identify trends and opportunities
- Implement workflow updates and process improvements as directed
- Support scheduling, adherence, and forecasting alignment with WFM
- Maintain employee engagement through recognition and feedback
- Serve as escalation point for complex customer issues
- Partner with QA, Training, Product, and Engineering to resolve issues
- Ensure compliance with regulations, policies, and standards
- Security & Privacy Focus
- Ensure caller identity verification protocols are applied
- Monitor HIPAA and privacy/security adherence
- Support investigation of identity collision cases
- Reinforce secure handling of customer information and training completion
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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
- 4+ years of experience in customer service/call centers
- 2+ years of experience with performance in metric-driven environments
- 1+ years of experience in supervising/team lead
- 1+ years of experience with privacy/security/identity protocols
- 6+ months of experience with ACD/IVR, CRM, QA tools, WFM or ability to interpret dashboards and reports
Preferred Qualifications:- Coaching & Development; Performance Management; Staff Engagement; Communication
- Call Center Operations; Queue Management; KPI Interpretation; QA & Continuous Improvement; Workforce Coordination
- Caller Authentication Protocols; HIPAA Awareness & Data Protection; Fraud Prevention Fundamentals; Risk Recognition & Escalation
- Customer Empathy; Conflict Resolution; Critical Thinking; Cross-Department Collaboration
- Experience in healthcare, identity, or security-focused support.
- Certifications: Six Sigma Yellow Belt; Call Center Management; HIPAA/privacy/security training
- Other Requirements:
- Strong interpersonal and leadership skills
- Balance coaching, performance management, and operations oversight
- Influence supervisors, agents, and adjacent teams
- On-site or hybrid as needed
*All Telecommuters 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 $91,700 - $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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.
