UnitedHealth Group - HR Direct/Contact Center Manager - Customer Services

HR Direct Contact Center Manager

Discipline : Customer Services

Industry : Service Account Management

Job Description/Position Description :

- The HR Direct Contact Center Manager position is responsible for providing daily support to the team of Service Advisors who support our APAC based employees.

- The daily work will include monitoring and supervising the activities of the contact center and being accountable for the activities of the team.

- In addition, the role will conduct close integration with the Human Capital Centers of Expertise (COEs) to assist in driving better support to the employees through improvements to the center processes and content knowledge.

Primary Responsibilities :

- Coordinates, supervises and is accountable for the daily/weekly/monthly activities of team members

- Provides coaching and feedback to team members, including formal corrective action and conducts annual performance reviews for team members

- Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence and Service Levels

- Works closely with the Director to set the strategic direction of the team

- Coordinates work activities with other supervisors, managers, departments, etc.

- Identifies and resolves operational problems using defined processes, expertise and judgment

- Establish and drive strong relationships with COE leaders and peers to drive performance across teams

- Develop and manage a staffing model to meet the increased demand over time with the expansion of OGS

- Drive Improvement projects and apply business analytics for key business decisions

- Ensure Knowledge Management tool supports the needs of the team

- Ensure that the team morale is cared for and managed & drive Our United Culture

Competencies :

- Comfortable with fluid/changing situations and can withstand pressure of changing needs

- Can work independently and is focused on continuous improvement

- Responds quickly to the business needs and is driven to excellence of service

- Ability to understand and drive positive change and culture

No. of Openings : 1

Qualification/Qualifications :

- MBA preferred, in business or human resources preferred

- 10+ years of experience within a production, contact center or customer care environment with supervisory and coaching experience

- Demonstrated leadership and facilitation skills

- Demonstrated training skills and Quality certification like GB/BB is preferred

- Strong MS Office skills required, experience with case management systems a plus

- Knowledge of Human Resources policies and procedures

- Project Management experience required

- Must have flexibility to work between the hours of 8:00 am and 12:00 am, Monday

- Friday as required to support the team

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