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

UHG Flushing, NY

About the Job

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.


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.


Required Qualifications

  • High School Diploma / GED (or higher)
  • Bilingual in Vietnamese and English (verbal and written)
  • 3+ years of Customer Service experience analyzing and solving customer problems
  • 1+ year of Supervisor, Management, or Leadership experience
  • Experience creating and editing documents in Microsoft Word and Microsoft Excel
  • Experience with team interactions and Improvement Methods/Projects (e.g., Coaching, Quality, Productivity, and Conflict Management)
  • Must be available to work between the hours of 8:00am – 8:00pm EST Monday to Friday - work on rotation, with the flexibility to adjust daily schedule, and work on weekends, as needed. 

Preferred Qualifications:

  • Undergraduate Degree or equivalent experience
  • Familiarity in Health Care/Insurance environment, with Medical Terminology, Health Plan Documents, or Benefit Plan Design
  • Prior call center experience
  • Experience creating and editing documents in Microsoft PowerPoint 

Soft Skills:

  • Ability to utilize and navigate multiple systems/platforms while on a call with a member – strong computer skills and technical aptitude
  • Demonstrated strong leadership/facilitation skills
  • Excellent verbal and written communication and presentation skills
  • Excellent people and conflict management skills
  • Strong organization skills and attention to detail
  • Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product  

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 activity 

UnitedHealth Group is a team of more than 260,000 people who are building career success through commitment, compassion and a desire to make a difference. Join us. Learn more about how you can start doing your life's best work.SM

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near - obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.SM


Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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

 

Keywords: Supervisor, Lead, Customer Service, Vietnamese