Supervisor Technical Support

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

We are seeking a motivated and experienced Help Desk/Call Center Supervisor to oversee day-to-day operations, provide leadership to a team of support agents, and ensure exceptional customer service delivery. The ideal candidate is a proactive problem-solver with a strong focus on performance management, process improvement, and team development.

You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

Team Leadership and Management:

• Supervise a team of help desk/call center agents, including hiring, onboarding, training and performance management
• Monitor team performance metrics, such as call volume, resolution rates and customer satisfaction
• Conduct regular one-on-one meetings, team huddles and performance reviews to ensure goals are being met

Operational Oversight:

• Manage daily operations to ensure smooth workflow and adherence to service-level agreements (SLAs)
• Handle escalated customer inquiries and resolve complex issues promptly
• Maintain the scheduling and staffing plan to meet demand, especially during peak times

Process Improvement:

• Identify opportunities to improve processes, tools and resources to enhance efficiency and customer experience
• Work collaboratively with other departments to address recurring issues and implement solutions

Reporting and Analytics:

• Monitor, analyze and report on team performance using metrics such as first-call resolution, average handle time and quality scores
• Provide insights and recommendations for improvements based on data trends

Customer Focus:

• Ensure the delivery of high-quality, customer-focused support that aligns with company standards
• Foster a culture of empathy, professionalism and problem-solving among team members

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 higher)
• 5+ years of experience in a supervisor role
• 2+ years of experience in a help desk or call center environment
• Intermediate level of proficiency with CRM and call center tools (e.g., ServiceNow, Genesys, or similar platforms)

Preferred Qualifications:

• Knowledge of IT systems, networks, or software troubleshooting is a plus
• Basic understanding of security protocols, data privacy and IT troubleshooting

Soft Skills:

• Exceptional communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Ability to remain calm and professional in high-pressure situations

*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 $71,200 to $127,200 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.

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.

UnitedHealth Group 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.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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