Supervisor Customer Service

Caring. Connecting. Growing Together.

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.

Primary Responsibilities:

• Independently handles a team of associates. Formulates business and developmental goals for his team
• Drives the fulfillment of performance metrics
• Accurate and timely documentation of claims data
• Ensure accurate and timely delivery of data to Team Liaison
• Building and maintaining an effective Team environment
• Build and maintain effective relationships with internal customers (i.e. Team Liaison, US Team Leads/Supervisors, Managers and Directors etc.)
• Coordinate with the Team to identify process improvement opportunities
• Monitor, measure and report Team performance metrics and implement Team incentive programs
• Should be able to manage attrition, EWS and shrinkage
• Identifying training needs for the team deliver and facilitate trainings
• Provide updates to management on individual and group training results, therefore facilitating further improvement in training methodology / content / methods
• Partner with leadership to promote department revenue and business objectives
• Analyze and identify error trends and opportunities for defect reduction
• Analyze and develop overall improvement plans (department and individual)
• Administrative responsibilities as assigned Handles sensitive information appropriately (HIPAA) and acts in a fair and honest manner consistent with the company's code of conduct
• Identifies trends and issues and recommend solutions
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Graduate
• Should have total experience of at least three years, with 1+ years in the role of a Team Leader on paper
• 1+ years if experience of international Voice and Chat process
• Should have ability to lead a team in an operational environment
• Skills
  • Effective communication skills both verbal and written to individuals
  • Ability to do careful listening, tact and candor, two-way communication, and master a high impact communication style
  • Ability to be a Self -starter who can manage multiple priorities with minimum direction solutions
  • Ability to Effectively organize and lead a team of people, in cooperative processes to achieve shared outcomes
  • Should have sound knowledge of MS Office
• Open to rotational Shifts
• 365 days 24*7 process
• No Indian Holiday