Customer Service Manager,

This position is Onsite. Our office is located at 7600 Evergreen Way Everett, WA.

About the role

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.

Schedule

This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm PST. It may be necessary, given the business need, to work occasional overtime. This will be on the job training and the hours of training will be aligned with your schedule.

Responsibilities

• Manage teams/supervisors and ensure all SLAs & MBOs are met.
• Work closely with other departments to formulate steps for Process Improvement, cost reduction and achieve business objectives.
• Groom new managers, supervisors and team leads.
• Lead people development charters & ensure highly engaged workforce.
• Eye to detail in managing QA for respective processes & demonstrate expertise over generating solid results.
• Be the culture ambassador of organization principles and values.
• Enforce Solid Performance Management Techniques and monitor the Performance Trend.
• Formulate Solutions to challenges faced and create a robust/sustaining governance model.
• Articulate Cost Optimization measures and implement the same across Businesses.
• Provide coaching and feedback to supervisor to enable them to improve their team's performance.
• Handle multiple clients & ace the customer engagement.
• Work closely with WFM to ensure PG's are met.
• Ensure compliance with internal policies and procedures, external regulations, and information security standards.
• Be sensitive and aware of the Organizational priorities towards Change & Innovation and Cost Optimization.
• Organization diagnosis, solution design and management of change initiatives.
• Develop retention and engagement strategies.
• Leads large, complex projects to achieve key business objectives.
• Translates highly complex concepts in ways that can be understood by a variety of audiences.
• Influences senior leadership to adopt new ideas, products, and/or approaches.

Required Qualifications

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 2+ years of customer service experience in a receptionist/PSR role
• 1+ years of experience in a leadership/Team Lead/Supervisory role
• Reliable transportation and ability travel up to 30% of the time within the Everett, Arlington, Edmond and Seattle market

Preferred Qualifications

• 3+ years of customer service experience in a receptionist/PSR role
• 2+ years of experience in a leadership/ Team Lead/Supervisory role
• Multiple function customer service and leadership experience
• Epic experience

Soft Skills

• Exceptional phone and verbal communication skills along with active listening
• Customer focus and adaptability to different customer situations
• Ability to work independently
• Ability to mentor others and act as a resource
• Ability to demonstrate a depth and breadth of knowledge/skills in own area and able to apply these outside of own function
• Proactively identifies new solutions to problems and solves complex problems on own
• Ability to multi-task, set priorities, and manage time effectively
• Ability to learn new and sometimes complicated systems.
• Excellent interpersonal, written, and oral communication skills
• Ability to meet production and quality goals
• Ability to work in a collaborative atmosphere

Pay

The salary for this role will range from $72,800 - $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Benefits

In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).