Call Center Manager (NYCHH) – San Juan, PR

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 expectation
• Identify 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 success
• Defines processes and use expertise feedback and critical thinking to make decisions and enhance operational structure and results
• Develops and leads projects that drive process improvements
• Sets clear performance expectations to team members
• Creates efficient measurement systems to track performance and provide feedback
• Creates efficient performance improvement plans, with set timelines and expectations
• Holds employees accountable on performance and job duty requirements
• Works in hand with the Development team to provide development opportunities aimed at enhancing our business strategy and outcomes
• Interprets, predicts and forecasts changes in business operational activities and plans accordingly to ensure operations are not interrupted
• Manages team budgets with emphasis on revenue and savings
• Anticipates customer needs and proactively develops solutions that meet the expectations
• Provides daily performance updates including – Team Performance outcomes, adherence, areas of opportunities & mitigation plans
• Creates an environment of respect, collaboration and fosters engagement
• Creates 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 environment
• Data analysis experience – will need to provide experience feedback during interview process
• Proven problem solving and plan monitoring/follow-up experience – – will need to provide experience feedback during interview process
• Intermediate – expert Microsoft Excell, Outlook, Word knowledge
• Proven 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 simultaneously
• Proven ability to multi – task including the ability to understand multiple products and multiple levels of benefits within each product
• Proven fully Bilingual Spanish/English – Written and Verbal
• Proven ability to work independently and as a team
• Candidates 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 environment
• Data analysis experience – will need to provide experience feedback during interview process
• Proven problem solving and plan monitoring/follow-up experience – – will need to provide experience feedback during interview process
• Intermediate – expert Microsoft Excell, Outlook, Word knowledge
• Proven 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 simultaneously
• Proven ability to multi – task including the ability to understand multiple products and multiple levels of benefits within each product
• Proven fully Bilingual Spanish/English – Written and Verbal
• Proven ability to work independently and as a team
• Candidates 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.