Customer Service Manager - Greensboro, NC

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.



At Uniprise, a UnitedHealth Group company, our people and technology meet the benefits needs of employees and families at more than one-fourth of the Fortune 500 companies through customization and innovation. National employers can then best access the full range of products and services offered by UnitedHealth Group companies while enjoying the ease of integrated administration for all employee services. It’s a thriving business with an added personal significance...and a rare combination that will allow your career to flourish.

 

Responsibilities:
Align with key business partners to serve customers and/or providers.
Foster and maintain a collaborative relationship with internal and external business partners to ensure customer satisfaction and profitability; work with business partners to identify ways to improve business process.
Contribute to the attainment of call center key performance indicators.
Control expenses and increase profitability through the enhancement of work processes which improves the service and efficiency of our call center.
Share best practices with Service Operations Director and co-workers.
Ensure excellent performance of customer service staff when servicing provider or customer contacts, by working with and leading teams to ensure efficiency and quality service.
Ensure team is aligned to and meeting Service Center Metrics.
Responsible for the attainment of call center performance measurements in relation to quality of service, ASA, AHT, reliability, availability and attendance.
Coach and develop Supervisor team to maximize performance.
Play a leadership role by implementing action plans with individuals, across the office and company, to increase quality and profitability.
Attentive toward the achievement of call center performance objectives and heightened awareness of queues and call volume.
Lead and/or participate in project initiatives as assigned.
Effectively provide direction for the teams.
Negotiates solutions and resolves conflicts.
Effective use of coaching and counciling to guide employee development.
Proactively anticipates and handles critical situations which could negatively impact the performance of the business.
Utilizes creative problem solving to analyze and solve problems.
Coaching and developing team members to become self-directed.
Meet with team on a regularly established basis and share responsibility for surfacing opportunities/issues.
Partner with Workforce Manager to analyze results and help guide teams when necessary.
Lead in the development of call center programs and process improvements that enhance the level of internal and external customer service.
Coordinate individual and team meetings to effectively provide strategic guidance for the team.
Develop, motivate and retain employees.
Provide on going coaching to assigned call center Supervisors on their team's performance in relation to quality of service, ASA, AHT, reliability, availability and retention.
Motivate individuals and team to provide exceptional customer service.
Monitor and evaluate individual and team performance.
Challenge team to set ambitious goals.
Develop and motivate a high caliber workforce.
Maintain a positive work environment that supports high performing teams and rewards people based on performance.
Establish personal credibility with co-workers throughout the organization.
Develop Supervisors in areas such as project management, meeting facilitation and coaching their staff .
Participate in salary budget discussions and decisions.
Partner with Recruiters to recruit, interview, develop and manage a high caliber workforce with minimal turnover.

Qualifications:

BS/BA degree and/or 2-4 years call center management experience including knowledge of call center industry.
Knowledge of Call Center systems such as Centreview, IEX, CTI preferred.
Experience as a professional leader within an organization.
Strong PC skills (e.g., Word, Excel, Powerpoint).
Knowledge of Human Resource policies and procedures.
Project management experience.
Experience leading personnel toward the attainment of exceptional performance results.
Basic knowledge and experience in finance (budgeting) and cost accounting desired, but not required.
Proven success in business planning and implementation.
Financial and budget/expense management skills.
Demonstrates strong negotiation, influencing and analytical skills.
Knowledge and understanding of healthcare industry.
Understanding of call center performance metrics and measurements.
Passion for exceptional Customer Service.
Model ethics and integrity.
Strong leadership skills.
Serves as a strong coach and fosters career development of others.
Values diversity.
Builds strong business relationships.
Excellent oral and written communication and presentation skills.
Communication: ability to convey thoughts (orally and written) in a clear, concise and timely manner appropriate for the audience.
Customer Service: ability to provide quality customer service (internally and externally) by anticipating, understanding and striving to achieve customer needs.
Planning & Organizing: ability to efficiently allocate one's own resources to meet individual, team and office goals.
Problem-Solving: ability to identify and analyze work-related issues in a systematic and timely manner.
Involves determining cause and identifying and implementing resolution.
Relationship Building: ability to build effective relationships with co-workers and customers.
Driving Execution: drives the completion of projects and initiatives, follows through on the execution of chosen strategies and demonstrates an ability to stay the course despite obstacles.
Maximizing People Contribution: accurately assesses the strengths and weaknesses of others.
Assembles, deploys, empowers and inspires the right talent, at the right time, to get the job done right.

Diversity creates a healthier atmosphere:  equal opportunity employer M/F/D/V