Position Description:Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.The Global Assistance Operations Manager will be responsible for the daily operations of the UC Global Assistance Emergency Response Center (ERC) to include direct oversight of and is accountable for the performance of Team Leads, Global Support Emergency Specialists (GSES), and new hire trainees. Primary Responsibilities:Acts on behalf of the ERC Associate Director and responsible for leading business functions and work streamsDetermines operational strategies by conducting and communicating needs assessments, performance reviews, production analysis, productivity outcomes, quality trending, and customer-service standards; contributing information and analysis to organizational strategic plans and reviewsContributes to innovative planning for the ERC Case Management systems by collaborating with key stakeholders during the planning, developing, and deployment of end-user functionalities, user acceptance test plans, and planning and controlling implementationsMaintains and improves business operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, and managing system and process improvement and quality assurance improvement initiativesContributes to recruiting, orientation, training, and communicating job expectations for all current and new hire employeesWorks with WFM and Reporting team to establish timely performance reports by collecting, analyzing, and summarizing data and trends in order to provide monthly trendingMonitors operational status of the business by tracking emerging trends and communicating performance milestones / barriers to senior leadershipMaintains professional development by attending educational workshops, peer to peer mentoring, personal networking, and participating in professional organizationsResponsible for engaging with employees through team building activities, communications, and 1:1 discussionsResponsible for the development of Team Leads, Global Support Emergency Response Specialists (GSES), and new hire trainees by providing training, coaching and mentoring. Promote effective teamwork and team relationships Participate on interdepartmental teams and in special projects and perform other duties as assignedModel the organizational culture and values
Required Qualifications: Bachelor's Degree (or higher) or High School Diploma / GED with 5+ years of experience of managing a team of 40+ employee 3+ years of Call Center Management experience 5+ years of experience in a progressive operational leadership role supporting operations, call center, and / or Assistance programs. (direct or indirect management)3+ years of experience managing a team of 5 or greater direct reports is required Experience in the development and implementation of innovative service delivery solutions Ability to support staff by phone or email 24 hours day / 7 days a week as critical situations arisePreferred Qualifications: Master's Degree (or higher) Experience with Call Center technology (i.e. auto dialer, work force management software, and quality monitoring tools) Experience working with international accounts Prior experience working with a 24 / 7 business with exposure to multi-site, remote, and offshore staffing models Bilingual in English and any other languageCareers withUnitedHealthcare. Let's talk about opportunity. Start with aFortune 6 organization that's serving more than 85 million people already andbuilding the industry's singular reputation for bold ideas and impeccableexecution. Now, add your energy, your passion for excellence, yournear-obsession with driving change for the better. Get the picture?UnitedHealthcare is serving employers and individuals, states and communities, Militaryfamilies and Veterans wherever they're found across the globe. We bring themthe resources of an industry leader and a commitment to improve their livesthat'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: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and 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.Keywords: UHG, Global Assistance, call center, supervisor
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.