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Manager Customer Service - Westerville, OH

07/10/2018Call Center
Job Location:
Westerville, OH
Metro Area:
OH - Columbus
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
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. Primary ResponsibilitiesManage and be accountable for professional employees and/or supervisors Coordinate and supervise daily/weekly/monthly activities of team membersSet priorities for the team to ensure task completion and performance goals are metCoordinate work activities with other supervisors, managers, departments, etc.Identify and resolve operational problems using defined processes, expertise and judgment Provide coaching, feedback and annual performance reviews as well as formal corrective action Gathers and analyzes statistical referral, service and financial departmental data to assess status and trends. Represents the organization to outside vendors and customers. Analyzes, prioritizes and resolves internal problems by identifying key issues, anticipating potential problems, and responding appropriately to the situation. Coordinates activities with leadership at multiple sites across multiple time zones.


Requirements:High school diploma or GED or higher3+ 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 Office Preferred Qualifications:Undergraduate degree or higherKnowledge of call center systems such as CMS, IEX, CTI and TCS Understanding of call center performance metrics and measurementsMust have customer service focus and be responsive to both internal and external customers.Experience in development and implementation of policies and procedures.Team building and supervisory skills; organizational and staff development skills.Able to prioritize and manage multiple projects, adhering to strict timelines.Soft Skills:Strong communication, negotiation and presentation skills.High degree of initiative and independent judgment.Well-developed analytical and problem solving abilities.Strong attention to detail.Able to organize work, engage in a variety of tasks simultaneously and consistently meet deadlines OptumRx is an empowering place for people with the flexibility to help create change. Innovation is part of the job description. And passion for improving the lives of our customers is a motivating factor in everything we do.   If you're ready to talk about groundbreaking interactions, let's talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let's talk about smart, motivated teams. Let's talk about more effective and affordable healthcare solutions. This is caring. This is great chemistry. This is the way to make a difference. We're doing all this, and more, through a greater dedication to our shared values of integrity, compassion, relationships, innovation and performance.  Join us and start doing your life’s best work.SMDiversity 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: CSR; Customer Service; Supervisor; Leadership
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