29 days old

Bilingual (Vietnamese/English) Customer Service Supervisor - New York, NY or Flushing, NY

Flushing, NY 11354
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Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer 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.

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.

This role is equally challenging and rewarding. You'll need to stay positive at all times especially in difficult situations. You'll be asked to mentor, challenge and communicate effectively with all different types of people.

Employees in this position will work on - site or virtually as an extension of the local quality and provider teams by aligning to geographical regions, medical centers and / or physician practices that manage a high volume of UHC Medicare & Retirement membership

Primary Responsibilities:

  • Supervise Vietnamese phone team employees with varying tenure and skill at the same location
  • Coordinate and supervise daily/weekly/monthly activities of a 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
  • As needed, prepares, delivers and manages remediation plans
  • Lead regular team meetings to communicate changes, relevant operational performance information and/or to build employee engagement
  • Manage and develop new employees and proactively monitor individual and team performance by providing frequent, ongoing feedback and coaching
  • Monitor attendance and tardiness to ensure compliance within company guidelines
  • Enforce company policy and help others adapt to change
  • Coordinate work activities with other supervisors, managers, departments, etc.
  • Monitor and ensure inbound queue coverage at all times; utilizing all available staffing resources. Adjust work schedules to meet business needs
  • As needed, support call volume during peak times, to include taking member calls and escalated calls
  • Quality monitoring of member contacts to ensure quality assurance standards are met
  • Consistently communicates changes such as policies, procedural and overall performance as a team and one-on-one 

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.

Posted: 2020-09-30 Expires: 2020-11-27

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Bilingual (Vietnamese/English) Customer Service Supervisor - New York, NY or Flushing, NY

UnitedHealth Group
Flushing, NY 11354

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