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Call Center Customer Service Manager - Wausau, WI
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Wausau, WI Wausau, Wisconsin |
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.
Primary Responsibilities:
- Independently manage and motivate our inbound Customer Service Call Center consisting of 75 - 100 employees
- Leadership and development of 3 – 5 members of the Supervisory team
- Identify and resolve operational problems using defined processes, expertise and judgment
- Drive employee performance and morale to reduce turnover
- Devise, implement and execute an action plan to achieve departmental goals and metrics
- Track quality metrics such as the length of calls and quality of calls
- Train and develop high performing employees at all levels in the call center
- Provide expertise and customer service support to members, customers, and/or providers
- Provide coaching and feedback to team members, including formal corrective action
- Conduct annual performance reviews for team members
Requirements
Requirements:
- AA Degree or 10+ years of years of equivalent work experience
- 4+ years of Supervisory/Management experience in an inbound call/contact center
- Intermediate proficiency in Word, Excel & PowerPoint
- Intermediate ability to motivate and manage employee performance
Assets:
- Bachelor's Degree
- Pharmacy Benefit Management or Healthcare experience
- Project Management expertise with an emphasis on detail and follow through
- IEX Call Center technology experience
Soft Skills:
- Ability to motivate employees for top performance
- Strong Leadership skills and ability to foster a team environment
- Ability to work independently and with a sense of urgency
- Highly detail oriented
- Professional and tactful communication
OptumRx is an empowering place for people with the flexibility to help create change. Innovation is part of the job description. And passion for improving the lives of our customers is a motivating factor in everything we do.
If you're ready to talk about groundbreaking interactions, let's talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let's talk about smart, motivated teams. Let's talk about more effective and affordable healthcare solutions. This is caring. This is great chemistry. This is the way to make a difference. We're doing all this, and more, through a greater dedication to our shared values of integrity, compassion, relationships, innovation and performance. Join us and start doing your life's best work.
Diversity creates a healthier atmosphere: 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.