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Help Desk Supervisor - Plymouth, MN

UnitedHealth Group


Location:
Plymouth, MN
Date:
08/17/2017
2017-08-172017-09-15
Job Code:
1764092
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Job Details


Help Desk Supervisor - Plymouth, MN(Job Number:721413)
Description

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

 

We are seeking a Help Desk Supervisor who will provide direct supervision for a team of 15-20 technical support analysts in a multi-team, multi-location international, technical call center.  The new hire will manage staffing to ensure productivity and quality standards are met and customer service expectations are consistently achieved.  You will be responsible for the review of work volumes and partner with others within the department to ensure service levels, work volume and quality standards are met.

 

Shift:

  • Monday – Friday prime hours with flexibility to work until 10pm one night a week.
  • 5 x 8 hour shifts

Primary Responsibilities: 

  • Provide guidance to staff and customers, department and others as appropriate, regarding interpretation of Technology Support Center policies, procedures, and guidelines
  • Coach and develop technical analyst staff by communicating performance expectations, providing on-going feedback, and ensuring training resources and plans are in place to address individual and department needs
  • Provide direction to staff consistent with UnitedHealth Group vision and strategies, and department goals and objectives
  • Develop and monitor metrics to assess the overall quality, performance, and productivity of both staff and business function using quality monitoring, survey results, ACD reports, and support tool reports
  • Provide timely, constructive, and honest feedback to Analysts, peers and others
  • Facilitate meetings effectively; monitor group dynamics and foster a positive work environment within the team
  • Anticipate problems by monitoring key department indicators; develop contingency plans and / or corrective action plans
  • Analyzes and investigates
  • Provides explanations and interpretations within area of expertise

Job Technology Support
Primary Location US-MN-Plymouth
Other Location 
Organization End User Technology Services
Schedule Full-time
Number of Openings 1
Apply on the Company Site

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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