Role Description The Contact Center Supervisor I (CCS I) provides leadership, coaching, development, and support to their team of Healthcare Service Representatives (HSRs) to attain Contact Center service and performance goals. - This position is responsible for identifying training and performance needs. - Monitoring phone and work queue performance. - Developing action plans for improving and sustaining team performance. - Participating and completing special projects as assigned. - Partnering with the Workforce Management Team to ensure effective resource planning to maximize productivity of their team. - Working closely with clinic partners and serving as an escalation point for providers and clinical staff. - Ensuring that Corporate and Contact Center policies are followed. - Helping to identify and execute changes in policy and procedures. - Setting the example of living the Kelsey-Seybold values of quality and care. 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. Qualifications - 2+ years of equivalent work experience. - 2+ years of supervisory experience in a contact center environment (or equivalent experience). - 1+ years of experience as a Team Lead or Coordinator in Kelsey-Seybold Contact Center. - Experience using Microsoft Excel, Microsoft Power Point, Microsoft Word. - Proven knowledge and experience with Contact Center technologies including Call Routing and Workforce Management systems. Requirements - 3+ years of supervisory experience in a Health care related contact center or 1+ years of supervisory experience in Kelsey-Seybold Contact Center (preferred). - Experience and knowledge of Cisco (preferred). - Experience and knowledge of Calabrio Workforce Management system (preferred). - Fluent in conversational Spanish (preferred). - All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy. Benefits - Comprehensive benefits package. - Incentive and recognition programs. - Equity stock purchase. - 401k contribution (all benefits are subject to eligibility requirements). Company Description 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. 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.

• Administers Microsoft Teams Phone, Amazon Connect, CallTower, Retarus, and other enterprise communication platforms. • Provides advanced Tier II/III support for unified communications and related infrastructure. • Improves operational efficiency, service reliability, and user experience through infrastructure modernization, PowerShell scripting, workflow automation, process optimization, and the implementation of new technologies. • Collaborates with Infrastructure, Service Desk, Clinical Operations, Patient Admissions, Information Security, vendors, and business stakeholders to design, implement, support, and improve enterprise communication services. • Owns assigned systems and services by proactively identifying issues, communicating status and risks, following through on commitments, and driving problems to resolution. • Creates and maintains accurate technical documentation, implementation procedures, standard operating procedures, operational runbooks, system diagrams, and knowledge articles to promote operational consistency, knowledge sharing, and business continuity.

• Support customers by answering inbound calls related to employee and retiree annuity benefits. • Assist callers with retirement-related inquiries, benefit information, and general questions regarding their benefits. • Manage a steady call volume while actively listening, navigating multiple systems, and providing accurate and timely resolutions.

Role Description Our client is a performance-driven company specializing in insurance lead generation. They run high-volume paid media campaigns to generate inbound leads and calls, which they then sell to insurance carriers and brokers. Speed, efficiency, and a low cost per lead are everything here. We are hiring a Buyer Operations specialist to own the infrastructure that routes our calls and to be the person our buyers rely on when something needs to work. This is a hands-on, technical role for someone who already knows the pay-per-call world and can configure, test, and troubleshoot call routing without hand-holding. You will manage our call routing platforms end to end, stand up new buyer integrations, and serve as the first point of contact whenever a buyer-side issue comes up. If you know your way around Ringba and CallGrid and enjoy solving routing problems under time pressure, this is built for you. What You Will Do - Configure and manage call routing in Ringba and CallGrid, including ring trees, ping targets, and RTB settings - Set up new ping targets and buyer integrations for real-time call bidding - Run call flow tests to confirm routing configurations are working correctly - Investigate and resolve ping failures across active buyer connections - Act as the first point of contact for buyer troubleshooting, diagnosing and resolving issues as they come up - Manage day-to-day buyer communications - Investigate billing and reconciliation discrepancies at the request of the accounting team Qualifications - Working knowledge of Ringba and CallGrid - Hands-on experience configuring call routing infrastructure: ring trees, ping targets, RTB, and concurrent call management - Ability to diagnose and troubleshoot call flow issues independently - Strong communication skills for managing buyer relationships and industry contacts - Comfort navigating technical platforms and resolving issues under time pressure Requirements - Experience in a call-based lead generation or performance marketing environment - Existing relationships in the inbound call space - Familiarity with real-time bidding for inbound calls Important: This Is an Exclusive Role This is a full-time, exclusive position. Candidates who plan to remain employed at another agency, continue freelancing, or operate their own agency will not be considered. We are looking for one person fully dedicated to this role. Benefits - Remote Working for US Company - Exposure to new technology & trend - Competitive Salary