Supervisor Tech Support - Lake Success, NY

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity 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.

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)
• 2+ years of experience in a help desk or call center environment
• 1+ years of experience in a leadership role 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

The salary range for this role is $89,800 to $176,700 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

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.

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.

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