Customer Service Manager - Greensboro, NC

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.Uniprise is the pre-eminent supplier of health benefits solutions to the largest and most sophisticated purchasers in America. During the past decade, we have built a reputation for providing innovative, customized and highly integrated information, technology, benefits management and financial services solutions to the health and well-being marketplace.  Through our innovative businesses, our unique capabilities and our highly integrated breadth of services across UnitedHealth Group, Uniprise is in an unparalleled position to help positively transform the health care experience.Primary Responsibilities: Align with key business partners to serve customers and/or providers. Provide frontline leadership support to a team of call center supervisors. Through effective leadership, motivation and coaching assures the attainment of both service and operational key performance indicators. Work closely with the site Director to implement, coordinate both strategic and tactical plans to enhance operational and service performance. Foster and maintain a collaborative relationship with internal and external business partners to ensure customer satisfaction and profitability. Work with business partners to identify ways to improve business process. Contribute to the attainment of call center key performance indicators. Control expenses and increase profitability through the enhancement of work processes which improves the service and efficiency of our call center. Share best practices with Service Operations Director and co-workers. Ensure excellent performance of customer service staff when servicing provider or customer contacts, by working with and leading teams to ensure efficiency and quality service. Ensure team is aligned to and meeting Service Center Metrics. Attainment of call center performance measurements in relation to quality of service, ASA, AHT, reliability, availability and attendance. Play a leadership role by implementing action plans with individuals as well as across the office and company to increase quality and profitability. Attentive toward the achievement of call center performance objectives and heightened awareness of queues and call volume. Negotiate solutions and resolve conflicts. Effective use of coaching and counseling to guide employee development. Proactively anticipates and handles critical situations which could negatively impact the performance of the business. Coaching and developing team members to become self-directed. Meet with team on a regularly established basis and share responsibility for surfacing opportunities/issues. Partner with Workforce Manager to analyze results and help guide teams when necessary. Lead in the development of call center programs and process improvements that enhance the level of internal and external customer service. Coordinate individual and team meetings to effectively provide strategic guidance for the team. Develop, motivate, and retain employees. Provide on going coaching to assigned call center Supervisors on their team's performance in relation to quality of service, ASA, AHT, reliability, availability and retention. Motivate individuals and team to provide exceptional customer service. Challenge team to set ambitious goals. Maintain a positive work environment that supports high performing teams and rewards people based on performance. Establish personal credibility with co-workers throughout the organization. Develop Supervisors in areas such as project management, meeting facilitation and coaching their staff. Participate in salary budget discussions and decisions. Partner with Recruiters to recruit, interview, develop and manage a high caliber workforce with minimal turnover.Qualifications:  BS/BA degree 5+ years call center management experience including knowledge of call center industry required. Knowledge of Call Center systems such as CentreVu, IEX, CTI and TCS required. Experience as a professional leader within an organization. Strong PC skills (e.g., Word, Excel, PowerPoint). Knowledge of HR policies and procedures required. Project management experience. Experience leading personnel toward the attainment of exceptional performance results. Basic knowledge and experience in finance (budgeting) and cost accounting desired, but not required. Critical Success Factors: Proven success in business planning and implementation. Financial and budget/expense management skills. Demonstrates strong negotiation, influencing and analytical skills. Knowledge and understanding of healthcare industry. Understanding of call center performance metrics and measurements. Passion for exceptional Customer Service. Model ethics and integrity. Strong leadership skills. Serves as a strong coach and fosters career development of others. Values diversity. Builds strong business relationships. Excellent oral and written communication and presentation skills.Competencies: Convey thoughts (orally and written) in a clear, concise and timely manner appropriate for the audience. Provide quality customer service (internally and externally) by anticipating, understanding and striving to achieve customer needs. Efficiently allocate one's own resources to meet individual/team/office goals. Identify and analyze work-related issues in a systematic and timely manner. Involves determining cause and identifying and implementing resolution. Build effective relationships with co-workers and customers. Drives the completion of projects and initiatives. Follows through on the execution of chosen strategies and demonstrates an ability to stay the course despite obstacles. Accurately assesses the strengths and weaknesses of others. Assemble, deploy, empower and inspire the right talent, at the right time, to get the job done.Diversity creates a healthier atmosphere:  equal opportunity employer M/F/D/V.