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Customer Service Business Manager - Raleigh, NC
| Hours | Full-time, Part-time |
|---|---|
| Location | Raleigh, NC Raleigh, North Carolina |
About this job
Position Description:
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 your life's best work.
The Business Manager Customer
Service is responsible for providing expertise and customer service support to
members, customers, and/or providers. Direct phone-based customer interaction
to answer and resolve a wide variety of inquiries.
Primary Responsibilities:
- Coordinate, supervise and accountable for the
daily/weekly/monthly activities of Supervisors - Set priorities for the team to ensure task completion
and performance goals are met, such as: Call Quality, Adherence, Service
Level, Survey Feedback and First Call Resolution - Coordinate work activities with other supervisors,
managers, departments, etc - Identify and resolve operational problems using defined
processes, expertise and judgment - Provide coaching and feedback to Supervisors, including
formal corrective action plans - Conduct monthly performance reviews for Supervisors
- Provide expertise and customer service support to
members, customers, and/or providers - Manage and accountable for professional and
compassionate employees / supervisors
Requirements
Requirements:
- Bachelor's Degree required
- 3+ years of experience as a Call Center Business
Manager - Intermediate proficiency in Word, Excel and
PowerPoint - Proven success in business planning and implementation
- Knowledge of HR responsibilities and procedures
required - 1+ year of experience in a client / customer facing
role required
Assets:
- Project Management Experience
- Experience leading personnel towards the attainment of
exceptional performance results - Knowledge of Call Center systems such as CMS and IEX
preferred - Understanding of call center performance metrics and
measurements
Physical Requirements and Work
Environment:
- Frequent speaking, listening using a headset, sitting,
use of hands/fingers across keyboard or mouse, handling other objects,
long periods working at a computer
Take the next step, online at: www.yourlifesbestwork.com
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 17 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.SM
Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.
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