Engagement Operations Supervisor, Office-Based - Atlanta GA - Full-time / Part-time

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us and help people live healthier lives while doing your life's best work. (sm)
 
The Engagement Operations Supervisor is responsible for the oversight of the Consumer Services frontline non-clinical staff.  This position is responsible for supervising the established performance targets and strategy within their given team.
 
*** This is an office-based position located at 2100 River Edge Parkway, Atlanta, GA.  Work hours are Monday - Friday between the hours of 7a-7p. Saturday rotation is also required ***
 
Primary Responsibilities:

Review daily, weekly and monthly reports to ensure top performers are identified and recognized
Provide monitoring and feedback to team members including side-by-side monitoring, silent monitoring and recorded call review
Work with site leadership to identify and address wide ranging quality issues (including applications issues and system needs)
Complete performance reviews for team
Monitor business level reports daily, weekly and monthly to ensure alignment of team with departmental opportunities
Ensure team members are meeting productivity goals
Set productivity targets for team members, monitor results daily and communicate progress weekly
Represent team needs at a departmental level
Perform the work of front line team during peak periods
Manage team adherence to schedules
Monitor team attendance and ensure policies are employed uniformly
Communicate performance to team members regarding attendance and adherence performance
Monitor real-time and historical reports to ensure proper phone state usage
Effectively communicate departmental strategy and expectations to team through one on ones or team meetings
Identify and communicate changes in call trends
Accurately complete and distribute reports as requested

Required Qualifications:


Advanced degree such as an Associate's degree or Bachelor's degree or equivalent experience
2 + years previous lead and/or supervisory experience in a call center environment
3 + years of call center experience
Must be a high proficiency user of the MS Office Suite. Specifically Excel, Word, Outlook
Preferred Qualifications:

Bachelor's Degree
Understanding of workforce management.
Familiarity with IEX system
A background in telesales service
Experience doing quality reviews
Data analysis and reporting experience
MS PowerPoint and Visio experience is a plus
 
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: Keywords:  Call Center, Supervisor, Atlanta, Georgia, Reporting, Analysis