Call Center Manager - Orem, UT

Unitedhealth Group Inc. Orem , UT 84057

Posted 2 days ago

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 and each day presents a new set of challenges. And that's where companies like UnitedHealthcare, part of the UnitedHealth Group family of businesses, is taking the lead. We see those challenges as opportunities but we can't do it alone. You'll play a leadership role in a high volume, focus and performance driven call center where the goal is always to connect with members and enhance the customer experience. Now you can take advantage of some of the best training and tools in the world to help serve our members.

Primary Responsibilities:

  • Coordinate and supervise daily / weekly / monthly activities of a team members

  • Set priorities for the team to ensure task completion and performance goals are met

  • Coordinate 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

  • Work with executive team to determine and understand call center operational strategies. Includes conducting needs assessments, performance reviews, capacity planning and cost/benefit analysis

  • Understand, define, and assist in implementing user requirements, establish technical specifications, production, productivity, and quality and customer service standards for existing and new clients as needed.

  • Maintain and improve call center operations by optimizing performance, identifying and resolving problems and preparing and completing action plans

Required Qualifications:

  • High School Diploma / GED (or higher)

  • 3 years of Supervisory / Leadership experience

  • 5 years of call center experience

  • 5 years of experience analyzing and solving customer problems in an office, claims or customer service environment

  • Experience using a computer and Microsoft Office including Microsoft Word (create correspondence and work within templates), Microsoft Excel (data entry, sort / filter, and work within tables), and Microsoft Outlook (email and calendar management)

Preferred Qualifications:

  • Bachelor's Degree or higher

Soft Skills:

  • Ability to multi-task including the ability to understand multiple products and multiple levels of benefits within each product

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 health care. 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 representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, office, phone support, supervisor, call center, training class, customer service advocate, customer service rep, manager, management, Orem. UT,


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