Call Center Manager - National Remote

UnitedHealth Group; Dallas (TX); Remote; USD 89,000 - 177,000; Full time

Job summary

Join a forward-thinking organization as a Call Center Manager, where you will lead a dedicated team to enhance customer experiences in health care. This role involves managing escalated inquiries, analyzing performance metrics, and collaborating with various teams to improve support processes. With a commitment to health equity, your leadership will directly impact the communities served. Enjoy a flexible work environment and comprehensive benefits as you grow your career in a dynamic and inclusive culture.

Benefits

Comprehensive benefits package

Incentive and recognition programs

Equity stock purchase

401k contribution

Paid on-the-job training

Qualifications

• 5+ years in call center or customer support environment.
• 2+ years in supervisory or team lead role.

Responsibilities

• Lead the Tier 1.5 team for escalated inquiries.
• Monitor operations for compliance with SLAs and quality standards.

Skills

Team Management

Call Center Metrics Analysis

Customer Experience Improvement

Data Analysis

Conflict Resolution

Education

High School / GED

Tools

ServiceNow

NICE

Genesys

Job description

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

At Optum, we are revolutionizing health care with innovative solutions and compassionate service. We need a Call Center Manager to lead our Identity support team between Tier 1 and Tier 2 operations. The ideal candidate will have experience in support team management, a strong grasp of call center metrics, and a commitment to improving customer experience in health care.

This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 AM - 5:00 PM. It may be necessary, given the business need, to work weekends.

We offer 4 weeks of paid on-the-job training. The hours of training will be aligned with your schedule during normal business hours.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary 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

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:

• 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.

Preferred Qualifications:

• Experience in health care OR insurance
• Familiarity with Identity platforms, claims, eligibility, benefits, OR provider networks
• ITIL, Six Sigma, OR related service management certification

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

• Strong leadership, communication, and conflict resolution skills

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

The salary range for this role is $89,800 to $176,700 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

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