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Customer Service Business Manager - Bothell, WA

01/07/2019Call Center
Job Location:
Bothell, WA
Metro Area:
WA - Seattle
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
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.SM The Customer Service Business Manager is responsible for providing expertise and customer service support to members, customers, and / or providers. Direct phone - based customer interaction to answer and resolve a wide variety of inquiries. Positions in this function are responsible for providing expertise and customer service support to members, customers, and / or providers. Direct phone - based customer interaction to answer and resolve a wide variety of inquiries. Employees in jobs labeled with SCA must support a government Service Contract Act "SCA" agreement.   Primary Responsibilities: Coordinate, supervise and accountable for the daily / weekly / monthly activities of team membersSet priorities for the team to ensure task completion and performance goals are met, such as: Quality, Adherence, Service Level and AHTCoordinate work activities with other supervisors, managers, departments, etcIdentify and resolve operational problems using defined processes, expertise and judgmentProvide coaching and feedback to team members, including formal corrective actionConduct annual performance reviews for team membersProvide expertise and customer service support to members, customers, and / or providersManage and accountable for professional employees and / or supervisorsManage and is accountable for professional employees and / or supervisorsImpact of work is most often at the local level

Qualifications:

Required Qualifications High school diploma / GED or higher3+ years of customer service / call center experience, preferably as a supervisor, business manager or workforce manager2+ years experience as a professional leader / supervisory role within an organizationCustomer Relations experience Preferred Qualifications: Undergraduate degree or higherExperience leading personnel towards the attainment of exceptional performance resultsKnowledge of Call Center systems such as CMS, IEX, CTI and TCS preferred1+ years of experience in a client facing role preferredUnderstanding of call center performance metrics and measurements 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 computerService center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of healthcare. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is 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:  customer service / call center, contact center, supervisor, business manager, workforce manager, Customer Relations, CMS, IEX, CTI, TCS, performance metrics measurements, professional leader, UnitedHealth Group, UHG, UnitedHealthcare, UHC, Optum
 
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