Customer Service Business Manager - Greensboro, NC

Position Description:

You want more challenge. You want more opportunity. You're looking for that chance to connect more with the customers you support. At UnitedHealth Group, our teams are focused on identifying and exceeding our customer expectations by building strong relationships. We're always finding ways to improve our service experience and need thoughtful and considerate people like you to help us do this. In turn, we provide support, training and development to ensure you succeed in your role. Isn't it time for you to discover how we can help support your career goals?

The Customer Service Business Manager 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:

• High School Diploma/GED
• 3+ years of customer service/call center experience required, preferably as a Business Manager or Workforce Manager
• 1+ year of experience in a client / customer facing role required
• Intermediate proficiency in Word, Excel and PowerPoint
• Business planning and implementation experience
• Knowledge of HR responsibilities and procedures required

• Bachelor's Degree preferred
• 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

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer

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.

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.