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Call Coach Supervisor - Any C&S Member Site - Multiple Locations

02/08/2018Call Center
Job Location:
Phoenix, AZ
Metro Area:
AZ - Phoenix
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
Position Description: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.Ensure excellent member experience through coaching to optimize the performance of inbound and outbound customer service teams.Reporting to the Coaching Manager, the Call Coach Supervisor will provide leadership to a team of coaches across multiple locations to ensure consistency in the application of the coaching process, share best practices across the organization, and ensure effective coaching tools and techniques are being applied.Primary Responsibilities:Manage the performance of a team of up to 20 call coaches setting expectations, monitoring performance and coaching them to success. Coaches will be located across multiple site locations.Attract, hire, and retain high performing talent to the Call Coach role. Create a balanced, positive and supportive environment where advocates look forward to coaching sessions and engage in the sessions to achieve continuous improvement.Reinforce call coach training and policy concepts to ensure integrity of the call coach program. Following the Call Coach policies and procedures model: Support the creation of monthly coaching plans, accurate completion of RISE audits and audit rebuttals, and support call coaches as needed to coach agents.Ensure Call Coach productivity is measured and tracked and that the team stays on task to complete the recommended coaching sessions for each employee within their responsibility.Ensure call coaches are up to date on training, policies, procedures and Standard Operating Procedures (SOPs). Develop the skills and effectiveness of the coaches on the team.Develop policies and procedures for Call Coach program, and ensure are up to date.Support and contribute to the development and execution of strategic direction of the Call Coach program. May be assigned ownership of projects and tasks related to strategic direction.Act as point of contact for Call Coach program administration when needed.Work with the broader organization to facilitate global improvements in tools and references for the Call Coaches, and agents including but not limited to: SOPs, job aids, training information, communications, macros, and agent access.Participate as a member of the leadership team in call calibration, leadership training, and leadership meetings.***Candidate must be located in one of the following cities: Phoenix, AZ; Miami, FL; Miramar, FL; Honolulu, HI; Davenport, IA; Indianapolis, IN; Ridgeland, MS; Omaha, NE; Albuquerque, NM, Westerville, OH; Pittsburgh, PA; Kingsport, TN; Sugar land, TX or Irving, TX***


Required Qualifications: High School Diploma / GED (or higher) 1+ years of experience managing people virtually, across multiple locations 5+ years of Customer Service experience analyzing and solving customer problems 1+ years of experience as a Supervisor or Team Lead in a call center setting Experience with Windows PC applications, which includes the ability to learn new and complex computer system applications Experience in the Healthcare Industry Available to travel up to 10% of the time (sent to other sites to develop team or for training)Preferred Qualifications: Prior C&S Member services experience Workforce effectiveness within UnitedHealth Care Experience working within UnitedHealth Care's quality department Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.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: UnitedHealth Group, UnitedHealth Care, health care, customer service, supervisor, team lead, call center, windows, workforce effectiveness, C&S
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