FAQs
Do we support remote work?
Yes, this position allows for full remote work from anywhere within the U.S.
What are the primary responsibilities of the Call Center Manager?
The primary responsibilities include leading and managing the Tier 1.5 team, serving as the primary escalation point for Tier 1 representatives, monitoring daily operations for compliance with service level agreements, analyzing performance metrics, collaborating with other teams, identifying training gaps, and supporting workforce management functions.
What are the required qualifications for this role?
The required qualifications include a High School diploma or GED, at least 5 years of experience in a call center or customer support environment, a minimum of 2 years in a supervisory or team lead role, proficiency in ServiceNow and call center systems, and the ability to analyze data and generate reports.
Are there any preferred qualifications?
Yes, preferred qualifications include experience in health care or insurance, familiarity with Identity platforms, claims, eligibility, benefits, or provider networks, and certifications in ITIL, Six Sigma, or related service management.
What hours are employees expected to work?
Employees are expected to work full time, Monday to Friday, during regular business hours of 8:00 AM to 5:00 PM, with the possibility of working weekends based on business needs.
Is there any training provided for this position?
Yes, there are 4 weeks of paid on-the-job training provided, which will be aligned with the employee's schedule during normal business hours.
What soft skills are important for this role?
Strong leadership, communication, and conflict resolution skills are crucial for success in this role.
What is the salary range for the Call Center Manager position?
The salary range for this role is $89,800 to $176,700 annually, based on various factors including local labor markets, education, and work experience.
What benefits are offered to employees?
Benefits include a comprehensive benefits package, incentive and recognition programs, equity stock purchase plans, and 401k contributions, all subject to eligibility requirements.
Is there a drug screening process?
Yes, candidates are required to pass a drug test before beginning employment.
What is the company’s policy on diversity and inclusion?
UnitedHealth Group is committed to diversity and inclusion and believes that everyone deserves the opportunity to live their healthiest life, striving to mitigate barriers to good health experienced by marginalized groups.