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 makes 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.
Primary Responsibilities
The role involves:
- Provides leadership to the department assigned and is accountable for the performance and direction through multiple layers of management.
- Develops and executes strategies for a function that span a large business unit or multiple markets/sites
- Directs teams to resolve business problems that affect multiple functions or disciplines.
- Directs product, service or process decisions that are most likely to impact multiple functions and/or customer accounts (internal or external).
- Develop/oversee/deliver operational or technical training required by the team.
- Works on Service Delivery tasks; With deliverables that are highly measurable and quantifiable; Daily tasks are very transactional and have defined outputs (established metrics)
- Provides output that have a solid and direct influence on the revenue of the business as well as team performance.
- Determine headcount/capacity by client portfolio, i.e., new client contracts drive additional headcount, client attrition results in headcount reduction.
- Prepares executive level presentation, case studies, root cause analysis.
- Collaborate and set regular cadence with vendors or partners on tools, applications improvements.
- Initiate Continuous Service Improvement activities among leaders and execute according to timelines.
- Create and execute strategic plans for the overall improvement of the Service Desk team.
- Develop a career progression plan for team members.
What skills/attributes are a must have:
- Bachelor's degree or equivalent
- Six Sigma trained or certified.
- ITIL 4 trained or certified
- 8-10+ years of experience in handling a voice/call-center setup environment as a Lead or Sr. Lead with minimum of 50+ FTE.
- Knowledgeable in data analytics and calculating tools.
- Knowledgeable in creative visual presentation
- Intensive understanding of business SLAs and KPIs in a Service Desk operation.
- Strong interpersonal, and communication skills with the ability to cross between technical and non-technical audiences.
- Can report onsite daily.
Preferred Skills:
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So, when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care must go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.
Market Competitive Benefits and Pay Levels
Great Workplace
Career Growth and Development
