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Director of Call Center Operations - Employee Assistance Program

UnitedHealth Group

Atlanta, GA
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Job Details

757945 Director of Call Center Operations Employee Assistance Program

Director of Call Center Operations - Employee Assistance Program (757945)

Position Description

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 life's best work.(sm)


This Leadership opportunity will be responsible for managing a large-scale call center for a government Employee Assistance Program. Candidates must be comfortable pursuing a permanent role that is contingent on future award status with client.


The Director Call Center Operations will serve as a key member of the executive leadership team of a dynamic business unit. The successful candidate will be responsible for day to day operations, management and implementation of this Employee Assistance Program (EAP) call center. They will also be responsible for day to day interactions and business processes related to the program and developing strategies and work with client leadership.


Primary Responsibilities:

  • Responsible for overall management of large, multi-site call center

  • Responsible for call center staffing and recruiting; process development and implementation

  • Responsible for all aspects of call center performance, including customer satisfaction, quality, costs, and employee satisfaction

  • Responsible for meeting performance metrics and goals

  • 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.

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

  • Develop a climate for superior customer service.

Required Qualifications:

  • Minimum of a Master’s degree from an accredited graduate program in a mental health related field

  • 3+ years’ experience directing an Employee Assistance Program (EAP) call center

  • 2+ years’ experience directing a call center spanning multiple locations

  • Ability to travel


Preferred Qualifications:


  • Certified Employee Assistance Professional (CEAP)

  • Prior military experience and/or deep knowledge of military culture, or federal program experience


UnitedHealth Group is working to create the health care system of tomorrow.

Already Fortune 6, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.

Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.

Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.




Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.



Job Keywords: military, veterans, EAP, Employee  Assistance Program, call center, contact center, telephonic, Director, Director of Operations, behavioral health, counseling, mental health, VP Operations, Vice President Operations, Atlanta, GA Georgia, San Antonio, TX, Texas, Minneapolis, MN, Minnesota

Job Details

  • Contest Number757945
  • Job TitleDirector of Call Center Operations - Employee Assistance Program
  • Job FamilyBehavioral
  • Business SegmentOptumCare

Job Location Information

  • Atlanta, GA
    United States
    North America
  • Other LocationsPhiladelphia, PA
    San Antonio, TX

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelDirector
  • ShiftDay Job
  • TravelNo
  • Telecommuter PositionNo
  • Overtime StatusExempt

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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