Customer Service Supervisor - Las Vegas, NV at Las Vegas

Position Description: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 lifes best work.(sm)Primary Responsibilities:

Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level and AHT
Coordinates work activities with other supervisors, managers, departments, etc.
Identifies and resolves operational problems using defined processes, expertise and judgment
Provides expertise and customer service support to members, customers, and/or providers which may include escalated issues
Oversee call center operations as a liaison between members, providers and call center employees ensuring compliance of set standards and productivity
Monitor and ensure inbound queue coverage at all times; utilizing all available staffing resources. Adjust work schedules as needed to meet business needs
Review call center statistical reports to measure staff performance. Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development and corrective action plans as necessary
Quality monitoring of member contacts to ensure quality assurance standards are met
Coordinate interviewing, hiring and training of customer service associates as needed
Maintains accurate employee files, including reviews, attendance, file notes, training and corrective action
Consistently communicates changes such as policies, procedural and overall performance as a team and one-on-one
Monitors attendance and tardiness to ensure compliance within company guidelines
Demonstrates flexibility and implements motivational strategies to maintain associate morale
Attends and participates in organizational meetings as well as weekly management staff meetings
Direct phone-based customer interaction to answer and resolve a wide variety of inquiries.
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.  RequirementsRequirements:

An education level of at least a high school diploma or GED OR 10 years of equivalent working experience required
5+ years of customer service experience analyzing and solving customer problems required
1+ year of experience as a supervisor in a call center environment required Physical Requirements and Work Environment:

Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activityUnitedHealthcare Employer & Individual is part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system. When you work with UnitedHealthcare Employer & Individual, what you do matters. Its that simple and its that challenging.In providing consumer-oriented health benefit plans to millions of people, our goal is to create higher quality care, lower costs and greater access to health care. Join us and you will be empowered to achieve new levels of excellence and make a profound and personal impact as you contribute to new innovations in a vital and complex system.Regardless of your role at UnitedHealthcare Employer & Individual, the support you feel all around you will enable you to do what you do with energy, integrity, and confidence. So take the first step in what is sure to be a fast paced and highly diversified career.Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/VUnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.
Country: USA, State: Nevada, City: Las Vegas, Company: UnitedHealth Group.