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Call Center Manager - National Remote

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Optum

21d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration
  • Dallas
    Remote

AI generated summary

  • You must have a high school diploma, 5+ years in call center/customer support, 2+ years in a supervisory role, proficiency in ServiceNow and call center systems, plus data analysis skills.
  • You will manage escalated inquiries, monitor operations for compliance, analyze performance metrics, collaborate with teams, identify training needs, and ensure HIPAA compliance in customer interactions.

Requirements

  • High School / GED
  • Must be 18 years of age OR older
  • 5+ years of experience in a call center OR customer support environment
  • 2+ years of experience in a supervisory OR team lead role
  • Proficiency in ServiceNow and call center systems (e.g., NICE, Genesys)
  • Ability to analyze data, generate reports, and make decisions based on insights
  • Ability to work any of our shift schedules during our normal business hours of 8:00 AM - 5:00 PM from Monday - Friday. It may be necessary, given the business need, to work weekends.

Responsibilities

  • Lead and manage the Tier 1.5 team responsible for escalated member and provider inquiries
  • Serve as the primary escalation point for Tier 1 representatives; ensure issues are resolved efficiently and with a high level of customer satisfaction
  • Monitor daily operations to ensure compliance with service level agreements (SLAs), quality standards, and regulatory requirements
  • Analyze performance metrics (SVL, AHT, FCR, CSAT, etc.) and implement coaching or process improvements as needed
  • Collaborate with Tier 1, Tier 2, Quality, Training, and IT teams to resolve recurring issues and enhance support processes
  • Identify training gaps and support the ongoing development of team members
  • Maintain accurate and up - to - date documentation, including escalation protocols, workflows, and knowledge base content
  • Support workforce management functions, including scheduling, staffing, and productivity planning
  • Ensure adherence to HIPAA and other data privacy regulations in all customer interactions

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.

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

Optum is a health services and technology company that provides a wide range of solutions to improve healthcare delivery and outcomes. They offer services in healthcare management, data analytics, pharmacy benefit management, and technology solutions to healthcare providers, payers, employers, and government agencies. Optum's ultimate mission is to improve the health system's efficiency and effectiveness, creating a healthier world for everyone. Their purpose lies in collaborating with healthcare partners to address complex challenges, such as improving care coordination, reducing healthcare costs, and enhancing patient experiences. By leveraging data-driven insights and innovative technology, Optum aims to empower healthcare professionals and organisations to deliver high-quality, patient-centered care and drive positive healthcare outcomes for individuals and communities worldwide.

Culture & Values

  • Integrity

    Honour commitments. Never compromise ethics.

  • Compassion

    Walk in the shoes of people we serve and those with whom we work.

  • Relationships

    Build trust through collaboration.

  • Innovation

    Invent the future, learn from the past.

  • Performance

    Demonstrate excellence in everything we do.