Contact Center Supervisor – San Juan, PR

About the role

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.

Key responsibilities

• Motivate and lead the team, fostering a positive environment and improving morale.
• Provide standard performance reports (e.g., scorecards) to internal stakeholders.
• Conduct regular meetings with Senior Operations to review outstanding issues such as project readiness, compliance, staffing, and quality audits.
• Plan, prioritize, organize and complete work to meet established objectives.
• Oversee non‑clinical staff, including training, mentoring, counseling, and performance evaluation.
• Maintain staff attendance records and evaluate performance.
• Improve quality of care by reviewing competencies and implementing action plans.
• Develop and implement policies and workflows to increase provider satisfaction, reduce errors, and enhance quality of care.

Required profile

• 2+ years experience as an Operations Supervisor or similar role.
• 1+ years experience in a production environment and inventory management.
• Proficiency with Microsoft Excel (filter, sort, create and edit spreadsheets).
• Ability to work standard business hours in a 24/7 environment, including potential weekends, holidays, or shift variations.
• Strong verbal and written English communication skills.