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UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.
Ovations Enterprise Services provides a variety of services, including Claims Processing and Customer Care, to all Ovations organizations. Ovations is a family of UnitedHealth Group businesses dedicated to improving the health and well-being of Americans ages 50 and older.
Job Description:
Provide frontline leadership support to a team of call center supervisors. Through effective leadership, motivation and coaching assures the attainment of both service and operational key performance indicators. Works closely with the site Director to implement, coordinate both strategic and tactical plans to enhance operational and service performance.
Primary Responsibilities:
Align with key business partners to serve customers and/or providers.
Foster and maintain a collaborative relationship with internal and external business partners to ensure customer satisfaction and profitability; work with business partners to identify ways to improve business process.
Contribute to the attainment of call center key performance indicators.
Control expenses and increase profitability through the enhancement of work processes which improves the service and efficiency of our call center.
Share best practices with Service Operations Director and co-workers.
Ensure excellent performance of customer service staff when servicing provider or customer contacts, by working with and leading teams to ensure efficiency and quality service.
Ensure team is aligned to and meeting Service Center Metrics.
Attainment of call center performance measurements in relation to quality of service, ASA, AHT, reliability, availability and attendance.
Coach and develop Supervisor team to maximize performance.
Play a leadership role by implementing action plans with individuals, and across the office and company to increase quality and profitability.
Attentive toward the achievement of call center performance objectives and heightened awareness of queues and call volume.
Lead and/or participate in project initiatives as assigned.
Effectively provide direction for the teams.
Negotiate solutions and resolve conflicts.
Effective use of coaching and counseling to guide employee development.
Proactively anticipate and handle critical situations which could negatively impact the performance of the business.
Utilize creative problem solving to analyze and solve problems.
Coach and develop team members to become self-directed.
Meet with team on a regularly established basis and share responsibility for surfacing opportunities/issues.
Partner with Workforce Manager to analyze results and help guide teams when necessary.
Lead in the development of call center programs and process improvements that enhance the level of internal and external customer service.
Coordinate individual and team meetings to effectively provide strategic guidance for the team.
Develop, motivate, and retain employees.
Provide on going coaching to assigned call center Supervisors on their team's performance in relation to quality of service, ASA, AHT, reliability, availability and retention.
Motivate individuals and team to provide exceptional customer service.
Monitor and evaluate individual and team performance.
Challenge team to set ambitious goals.
Develop and motivate a high caliber workforce.
Maintain a positive work environment that supports high performing teams and rewards people based on performance.
Establish personal credibility with co-workers throughout the organization.
Develop Supervisors in areas such as project management, meeting facilitation and coaching their staff.
Participate in salary budget discussions and decisions.
Partner with Recruiters to recruit, interview, develop, and manage a high caliber workforce with minimal turnover.
Qualifications
5 years minimum experience in managing and supervising direct reports in a call center environment.
1 to 3 year telecommute experience within a call center position required.
7 plus years experience in a call center and/or claims (production environment) center required.
2 years minimum in developing, analyzing, and presenting on call center data reports.
BS/BA degree and/or 7 plus years call center management experience including knowledge of call center industry required.
2 years minimum knowledge and experience with Call Center systems (i.e. Centreview, IEX, and CTI) required.
Basic knowledge and experience in finance (budgeting) and cost accounting is a super asset.
Knowledge of call center hardware such IDT helpful.
Knowledge of Human Resource policies and procedures an asset.
One year of project management experience preferred.
Strong PC skills (e.g., Word, Excel, PowerPoint) is required.
Microsoft Access an asset.
Excellent oral and written communication and presentation skills
Experience as a professional leader within an organization preferred.
Experience leading personnel toward the attainment of exceptional performance results
Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V
