Call Center Manager

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. Primary Responsibilities:Manages business operations with high performance expectationIdentify critical operational problems, use critical knowledge, evidence-based data and collaborate with shared resources (OpEx, Training, BOS, Operations) to create and implement improvement plans and track successDefines processes and use expertise feedback and critical thinking to make decisions and enhance operational structure and resultsDevelops and leads projects that drive process improvementsSets clear performance expectations to team membersCreates efficient measurement systems to track performance and provide feedbackCreates efficient performance improvement plans, with set timelines and expectationsHolds employees accountable on performance and job duty requirementsWorks in hand with the Development team to provide development opportunities aimed at enhancing our business strategy and outcomesInterprets, predicts and forecasts changes in business operational activities and plans accordingly to ensure operations are not interruptedManages team budgets with emphasis on revenue and savingsAnticipates customer needs and proactively develops solutions that meet the expectationsProvides daily performance updates including - Team Performance outcomes, adherence, areas of opportunities & mitigation plansCreates an environment of respect, collaboration and fosters engagementCreates and implements engagement strategies to ensure low attrition and protect business integrity ***ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION*** You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.Required Qualifications:4+ years of leadership experience (supervision, coaching, corrective action plans)3+ years of experience in call center environmentData analysis experience - will need to provide experience feedback during interview processProven problem solving and plan monitoring/follow-up experience - - will need to provide experience feedback during interview processIntermediate - expert Microsoft Excell, Outlook, Word knowledgeProven solid computer skills (e.g. multiple systems experience, keyboarding skills, trouble-shooting IT concerns,Microsoft Project, OneNote)Proven ability to utilize complex database systems and production platforms simultaneouslyProven ability to multi - task including the ability to understand multiple products and multiple levels of benefits within each productProven fully Bilingual Spanish/English - Written and VerbalProven ability to work independently and as a teamCandidates must be able to work during standard business hours, Monday through Friday, between 8:00 AM and 7:00 PM. Please note that this is a 24/7 operational environment, and based on business needs, weekends, holidays, or shifts outside the stated hours-may be required Preferred Qualifications:4+ years of leadership experience (supervision, coaching, corrective action plans)3+ years of experience in call center environmentData analysis experience - will need to provide experience feedback during interview processProven problem solving and plan monitoring/follow-up experience - - will need to provide experience feedback during interview processIntermediate - expert Microsoft Excell, Outlook, Word knowledgeProven solid computer skills (e.g. multiple systems experience, keyboarding skills, trouble-shooting IT concerns,Microsoft Project, OneNote)Proven ability to utilize complex database systems and production platforms simultaneouslyProven ability to multi - task including the ability to understand multiple products and multiple levels of benefits within each productProven fully Bilingual Spanish/English - Written and VerbalProven ability to work independently and as a teamCandidates must be able to work during standard business hours, Monday through Friday, between 8:00 AM and 7:00 PM. Please note that this is a 24/7 operational environment, and based on business needs, weekends, holidays, or shifts outside the stated hours-may be required At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.  UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.