Customer Service Manager - Green Bay, WI

Ovations, a UnitedHealth Group company, is dedicated to improving the health and well being of Americans over 50. We currently serve over 3.6 million individuals across the nation, helping to address their unique needs for preventive and acute health care services, deal with chronic conditions, and access to care and services. Come to Ovations and discover the rare combination of a rewarding career and the opportunity to make a difference in people's lives.



Job Description:
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. Works closely with the site Director to implement, coordinate both strategic and tactical plans to enhance operational and service performance.

Job Responsibilities:
Align with key business partners to serve customers and/or providers.
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.
Responsible for the attainment of call center performance measurements in relation to quality of service, ASA, AHT, reliability, availability and attendance.
Coach and develop Supervisor team to maximize performance.
Play a leadership role by implementing action plans with individuals, and 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.
Lead and/or participate in project initiatives as assigned.
Negotiates solutions and resolves conflicts.
Effective use of coaching and canceling to guide employee development.
Proactively anticipates and handles critical situations which could negatively impact the performance of the business.
Utilizes creative problem solving to analyze and solve problems.
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.
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.
Develop and motivate a high caliber workforce.
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. <LI CLASS=MsoNormal STYLE="MARG...PLEASE APPLY USING THIS BUTTON ONLY