Director, Contact Center Technology - MN or Telecommute - Full-time / Part-time

If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm)
 
Primary Responsibilities:

Provide Best-in-Class telecommunications solutions for all of our internal business customers within Optum; this would include all Virtual Contact Center users and the management structure that supports those users
Provide consulting, design, analysis and implementation of Contact Center technologies that effectively connect our staff with the external customer base they service
Provide the necessary tools to monitor and evaluate staff performance for training and quality improvement purposes
Develop and implement procedures and practices that ensure excellence in all that we deliver
Lead, supervise, direct, and evaluate department personnel in a manner which consistently results in attainment of departmental and overall organizational goals and objectives
Provide technical support and guidance for all of our customers and act as liaison to our Optum Technology Contact Center Services partners on their behalf
Represent business operations in the planning and implementation of all major telecom initiatives
Engage Technology processes to solve/resolve customer issues
Deploy technologies and implement programs that increase productivity and decrease costs within our Service Delivery model
Must be willing to 'roll up sleeves' and dive in to perform work

Required Qualifications:

BA/BS Degree in business/related field or equivalent experience
7+ years of experience in Contact Center technologies, supporting infrastructure and operations management
7+ years of thorough understanding of Communication technologies and infrastructure platforms that support those technologies
Preferred Qualifications:

Experience managing in a fortune 500 company
Project Management Certification (PMP) and/or equivalent experience
Process Improvement credentials (Green Belt, Black Belt) and/or equivalent experience
Proficiency with Microsoft Office, Microsoft Project, Microsoft SharePoint and Microsoft Visio
Database operations and structures
IVR experiencing implementing variety of inbound IVR capabilities
Predictive dialer experience
Ability to build strong business relationships
Excellent oral and written communication skills
Ability to serve as a strong coach and foster career development of others
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to 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, 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.
 
 
Job Keywords: contact center, infrastructure, operations, IVR, PMP, project management, Six Sigma, process improvement, Eden Prairie, MN, Hartford, CT