Site Director Customer Service TRICARE - Phoenix, Arizona at Phoenix

Description:

Site Director Customer Service TRICARE - Phoenix, Arizona

Responsible for the management of one or more major aspects or areas of a call center and for resolving issues that may negatively impact the service and/or financial results for that area. May also have direct accountability over a particular service model component within that site (e.g., health advisor, dedicated teams, client service relationship, compliance and regulatory relationships).

The focus for this position is on a segment of a large-scale call center (150+ employees) in a highly competitive industry. Will be involved with center-specific initiatives (i.e., improving soft skills and quality, attendance, retention), as well as other national initiatives or projects. Will be mentored and coached by sites Service Director.Responsibilities:

Enable site to meet performance objectives and provide differentiated customer service experience

Support execution of a business and financial plan to respond to strategic initiatives within Service

Administer the appropriate cost and service measurements (metrics, measures, controls) to ensure the achievement of all key performance objectives that impact profitability and position in the marketplace

Improve employee engagement and increase Vital Signs Survey scores

Direct overall operations, determine performance objectives/metrics and define tools to measure progress and ensure consistent achievement of business objectives

Analyze performance data and work to re-engineer processes through benchmarking with external and internal business partners

Foster a climate for superior customer service

Responsible for customer satisfaction, administrative cost and quality management to ensure metrics and goals are met

Highly involved with workforce management and load balancing (i.e., appropriate balance of staff to call volume)

Drive key operational and business level initiatives as assigned

Align with key business partners to serve the customers

Participate in strategic efforts to secure new business for the site in a support role, including participation in new business finalist meetings

Flexibility to travel on occasion to support growth to new or existing business opportunities.

Help Service Director ensure all managers are aligned to and meeting the goals of the business plan

Work with business managers on all Human Resources initiatives, including compensation planning, performance management, staffing and employee relations concerns/issues, employee recruitment, training, self-directed teaming and employee development

Develop and motivate high-caliber business managers

May also be responsible for some administrative functions within assigned office (e.g., community activities, site emergencies, corporate initiatives, site-wide communication, IT, cultural issues within site, office visits)
If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your lifes best work.(sm)

Qualifications:

BS/BA in business or related field or equivalent experience - advanced degree a plus
10+ years of experience in managinglarge call center or customer service center (150+ employees) in a highly competitive industry
5+ years of management experience and leading a high performing team
Demonstratedexperience within operations management and leading continous process quality methods in a processing and/or service environment
Experience in workforce management, including utilization of workforce management tools and processes
2 years of experience within a health care organizationpreferred
Demonstrated managing an operational budget
Strong communication, problem solving and analytical skills
Ability to drive change and influence individuals at all levels of the organization and to take appropriate risks
Strong, independent decision-making ability and negotiation skills
Ability to master multiple priorities, excellent influencing skills
Knowledge and application of change management
Demonstrated ability to lead process and projects that are deadline focused
Intermediate to advance skills withWord, Excel, PowerPoint
Knowledge of Human Resource policies and procedures
Proven success in improved performance in key call center metrics (i.e., customer satisfaction, call answering time, quality)
Critical Success Factors:Lives our cultural values of integrity, compassion, relationships, innovation and performanceProven success in business planning and implementationHigh degree of emotional intelligenceDemonstrated performance in leading in a high volume call centerSolid financial and business skillsAnalytical skillsndustry and job knowledgeStrong customer focus, models ethicsStrong leadership skills, develops followershipServes as a strong coach and fosters career development of othersValues diversityEmpowers and motivates others, excellent influencing skillsBuilds strong business relationshipsExcellent oral and written communication

Additonal Requirements:

United States Citizenship Required
Ability to obtain favorable adjudication following submission of Department of Defense form SF86 NAC form SF86

As a requirement of UnitedHealth Groups contract with the Department of Defense, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense form SF86

http://www.opm.gov/forms/pdf_fill/sf86.pdf, (the National Agency Check or NAC?). Successful completion of the NAC process is a requirement for continued employment in this role. NAC processing will be initiated by our TRICARE Security Officer post-offer, and can take 3-6 months for a final decision communication from the Department of Defense. Candidates will be allowed to begin employment with UnitedHealth Group in this role based on an interim clearance, and final results will be communicated as they are received. Failure to obtain final NAC approval will result in termination from this role.

UnitedHealthcare Military & Veterans is part of the family of companies that make UnitedHealth Group one of the leaders across the US health care system. We serve those who serve our nation, providing quality health care services to millions of military beneficiaries across the West Region.Our commitment to helping people live healthier lives, and to continue the honor, satisfaction, and quality of the TRICARE military health benefit program is greater than ever. Our efforts complement the Military Health System to demonstrate the best blend of public and private health care solutions. Its not just business as usual. It is one of our proudest endeavors. If youre ready to help make health care work better for those who serve our nation. If you are smart, creative, and committed. If you want to make a difference. Consider being part of the elite team at UnitedHealthcare Military & Veterans. This is an opportunity to share in something special; a chance for all of us to serve, to excel, and to know that weve made a difference for those families who have made our nation stronger.Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/VUnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.

Country: USA, State: Arizona, City: Phoenix, Company: UnitedHealth Group.