Call Center Customer Service Manager - South Portland, ME
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South Portland, ME 04116
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 yourlife’s best work . SM
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 UnitedHealthGroup . 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
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.
+ Manageand be accountable for professional employees and/or supervisors
+ Coordinateand supervise daily/weekly/monthly activities of team members
+ Setpriorities for the team to ensure task completion and performance goals are met
+ Coordinatework activities with other supervisors, managers, departments, etc.
+ Identifyand resolve operational problems using defined processes, expertise andjudgment
+ Providecoaching, feedback and annual performance reviews as well as formal correctiveaction
be rewarded and recognized for your performance in an environment that will
challenge you and give you clear direction on what it takes to succeed in your
role as well as provide development for other roles you may be interested in.
+ Highschool diploma / GED (or higher)
+ 3+years of customer service or call center experience
+ 2+years of people / team management (management role not supervisor) experience in a call center
+ Knowledgeof call center systems such as CMS, IEX, CTI and TCS
+ Understandingof call center performance metrics and measurements
+ Proficiencywith computer and Windows PC applications with the ability to use multiplecomputer systems/applications
+ Beginnerexperience in Microsoft Excel (basic function / navigation, formatting, and sorting /filtering), PowerPoint (basic function / navigation and formatting) & Word(basic function / navigation and formatting)
+ Undergraduatedegree (or higher)
+ Experiencewith Financial Protection products (short and long term disability, lifeinsurance, life waiver of premium, critical illness, accident, hospitalindemnity, and FMLA)
+ 3+years of customer service or call center experience as a supervisor, businessmanager or workforce manager
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
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
manager, management, customer service, Financial Protection, call center, South