Assistant Manager

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. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities

• Independently manage a team of associates supporting 24/7-member service chat for HBA Digital in CST
• Drive fulfillment of performance metrics and ensure SLA adherence
• Monitor and report team performance; implement incentive programs
• Build and maintain an effective team environment and strong relationships with internal stakeholders
• Identify process improvement opportunities and lead initiatives for efficiency
• Manage attrition, shrinkage, and early warning systems effectively
• Conduct training needs analysis, deliver and facilitate training sessions
• Provide updates to leadership on team performance and training outcomes
• Ensure compliance with HIPAA and company code of conduct
• Analyze error trends and develop plans for defect reduction
• Handle administrative responsibilities and sensitive information appropriately
• Comply with company policies, directives, and flexibility requirements including rotational shifts
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
  
  

• Graduate degree
• 2+ years of people management experience on papers
• Proficiency in LivePerson tool
• Sound knowledge of MS Office
• Proven solid verbal and written communication skills
• Ability to manage multiple priorities with minimal supervision
• Proven leadership skills in an operational environment
• Open to rotational shifts and week offs (including night shifts for 24/7 support)
• Shift Time - 5.45 PM TO 3.00 AM and 8.45 PM to 6.15 AM
  
  

• 1+ years of experience in international voice and chat processes
• Customer service experience in both voice and non-voice