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Manager Customer Service - Hooksett, NH

05/10/2018Call Center
Job Location:
Hooksett, NH
Metro Area:
MA - Boston (Manchester)
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.   Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our health care system. It's dramatic. It's positive. And it's being led by companies like UnitedHealth Group. Now, you can take advantage of some of the best resources and tools in the world to help serve our members. You'll play a leadership role in a high volume, focused and performance driven call center where the goal is always to connect with members and enhance the customer experience. This is no small opportunity.  This role is equally challenging and rewarding. You'll need to stay positive at all times especially in difficult situations. You'll be asked to mentor, challenge and communicate effectively with all different types of people.Positions in this function are responsible for providing expertise and customer service support to members, customers, and / or providers. High-energy environment where Agents interact with members and providers over the phone to answer and resolve a wide variety of inquiries. Manages approximately 8 supervisors with varying levels of leadership expertise. Indirectly manages approximately 225 employees of varying tenure and skill level. Direct reports are located at same site or work at home. Hires, manages and develops supervisors. Proactively monitors individual and team performance and provides frequent and ongoing feedback and coaching. Holds supervisors accountable to application and use of Our United Culture concepts and tools. Mentors and develops supervisors to build leadership skills. Monitors and holds supervisors accountable for communicating with direct reports on a regular basis. Monitors and holds supervisors accountable for following through on performance management in accordance to UHG policies and practices. Monitors and holds supervisors accountable for regular, meaningful and candid development discussions with direct reports. Holds supervisors accountable for preparing and delivering thorough, actionable and meaningful performance feedback and purposeful, actionable development plans. Recommends and approves promotion, assignment and compensation decisions based on performance track record, potential and business needs. May participate in cross-functional project teams that ultimately improve the member experience. Contributes subject matter expertise and / or carries out project assignments in a timely and effective manner. Serves as site champion for division-wide operational performance improvement initiatives such as policy and procedure changes, turnover remediation, etc.    Primary Responsibilities: Drives division-wide strategic initiatives at the site level, including the development and implementation of the new Polaris Program including the Advocate 4 me call model. Participates in organizing and executing site visits for UHC and UHG leadership, culture and social responsibility events while is displaying strong leadership and demonstrating business acumen. Develops and / or implements bottoms-up strategies to improve operational performance for all metrics. Continually stays abreast of operational performance, identifies degradation in service levels and leads remediation of issues. Responsible for interview and selection decisions for both class-based staffing and supervisor roles. Holds supervisors and key partners accountable for a successful new hire onboarding experience. Responsible for implementing a positive and meaningful onboarding experience for agent and supervisor roles. Proactively monitors and takes corrective action as needed to ensure operational performance metrics meet and / or exceed contractual terms and/or the criteria to achieve performance guarantees. Encourages a culture of career exploration and development. Guides employees to leverage available training and development resources. Demonstrates importance of employee engagement by focusing on this priority area throughout the year by focusing on relationships, and employee satisfaction. Provides regular manager-to-team communication and provides a forum where information about the department is shared. Regularly leverages various communication channels, including one-on-one and skip level meetings, new hire class leadership interactions and focus groups to foster two-way communication. Inspires employees to see the link between their position and personal performance to organizational strategy, company performance and the UHC brand. Has a positive attitude and outlook and remains professional and calm during stressful situations. Able to flex with constant change while remaining a role model and a change agent for all employees. Able to collaborate and be open to new ideas while advocating for the employees and the business. Comfortable working closely with site Director on personal development, site-wide initiatives, employee satisfaction, innovation, directives, change, communication, etc.  


Required Qualifications: Associate’s Degree or (higher) or High School Diploma / GED with 4+years of corporate business experience 3+ years of customer service or call center experience, preferably as a supervisor, business manager or workforce manager 2+ years of leader / supervisor experience within an organization Proficiency with Windows PC applications and Microsoft Word (ability to sort, filter, and create simple documents), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (ability to create, respond to, store, and retrieve emails and use calendar to schedule meetings) Preferred Qualifications: Knowledge of call center systems such as CMS, IEX, CTI and TCS Soft Skills: Understanding of call center performance metrics and measurements UnitedHealth Group is a team of more than 260,000 people who are building career success through commitment, compassion and a desire to make a difference. Join us. Learn more about how you can start doing your life's best work.   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: Manager, Customer, Hooksett, NH, call center, workforce manager, supervisor, UnitedHealth Group, UnitedHealth Care
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