Purpose of Job:|
Responsible for the management of one or more major aspects or areas of a call center and for resolving issues that may negatively impact the service and/or financial results for that area. May also have direct accountability over a particular service model component within that site (e.g., health advisor, dedicated teams, client service relationship, compliance and regulatory relationships).
The focus for this position is on a segment of a large-scale call center (300-500 employees) in a highly competitive industry. Will be involved with center-specific initiatives (i.e., improving soft skills and quality, attendance, retention), as well as other national initiatives or projects. Will be mentored and coached by site's Service Director.
Enable site to meet performance objectives and provide differentiated customer service experience
Support execution of a business and financial plan to respond to strategic initiatives within Service
Administer the appropriate cost and service measurements (metrics, measures, controls) to ensure the achievement of all key performance objectives that impact profitability and position in the marketplace
Improve employee engagement and increase Vital Signs Survey scores
Direct overall operations, determine performance objectives/metrics and define tools to measure progress and ensure consistent achievement of business objectives
Analyze performance data and work to re-engineer processes through benchmarking with external and internal business partners
Foster a climate for superior customer service
Responsible for customer satisfaction, administrative cost and quality management to ensure metrics and goals are met
Highly involved with workforce management and load balancing (i.e., appropriate balance of staff to call volume)
Responsible for site management in absence of Service Director
Drive key operational and business level initiatives as assigned by site Service Director
Align with key business partners to serve the customers
Participate in strategic efforts to secure new business for the site in a support role, including participation in new business finalist meetings
Flexibility to travel on occasion to support growth to new or existing business opportunities.
Help Service Director ensure all managers are aligned to and meeting the goals of the business plan
Work with business managers on all Human Resources initiatives, including compensation planning, performance management, staffing and employee relations concerns/issues, employee recruitment, training, self-directed teaming and employee development
Help to develop and motivate high-caliber business managers
May also be responsible for some administrative functions within assigned office (e.g., community activities, site emergencies, corporate initiatives, site-wide communication, IT, cultural issues within site, office visits)
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