Support center manager job description

**Overview:**

The Speech Analyst is responsible for defining and implementing categories of speech using the NICE CXOne Analytics platform. The analyst will be responsible for identifying opportunities, trends, initiatives and emerging topics by building and running call queries, verifying results and reporting and/or presenting trends to the business in order to change effective strategies into actionable plans that enhance the patient experience.

**Responsibilities include:**

+ Directly partner with the appropriate IT team to effectively deploy the CXOne Speech Analytics platform.

+ Build and execute call queries based on business need.

+ Build a solid check and balance process to verify accuracy of queries.

+ Collaborate with stakeholders to understand various needs and identify where speech analytics could support change.

+ Perform data collection, analysis, validation and reporting of speech queries by diligently capturing combinations of keywords and phrases within the system.

+ Work with IT to address problems with automated processes that support the speech analytic platform, upgrades and overall administration.

+ Provide ongoing speech category design leveraging the transcripts for ad hoc analysis and proof of concept design.

+ Serve as a subject matter expert, providing knowledge and assistance in the areas of Process Improvement, Change Management, and data analysis for the Speech Analytics Quality platform.

+ Use an analytical approach to finding and solving core business problems seeking to advance the patient experience.

+ Clearly articulate thoughts and ideas in oral and written presentations.

+ Contribute creative ideas and conduct thorough analysis to estimate risk/reward.

**Desired Skills:**

+ 5+ Years of Experience with Speech Analytics software

+ Experience in a contact center environment

+ Strong analytical skills, proficient at identifying patterns, and hypothesis-driven problem-solving

+ Proficient with Microsoft Office applications (specifically Power Point and Excel; pivot tables, V-lookups, formulas, and importing of data)

+ Flexible and able to adjust to changing priorities or requirements in a fast-paced environment

+ Ability to change approach and/or methods to best fit the situation/audience

+ Effective communication skills -- both verbal and written --

+ Ability to maintain a customer mind set with strong collaboration approach with peers and stakeholders

+ Ability to analyze data and identify solutions to ensure operational success

+ Customer service oriented.

+ Fluency in Spanish a plus.

**Education** :

+ Minimum: Bachelor's degree in related area or

+ Minimum: Progressively responsible work experience in related area may be substituted in lieu of degree

+ Preferred: Master's degree in related area or equivalent work experience

Full COVID-19 vaccination is an essential **requirement** of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.

If you need to enter a work site for any reason, you will be **required** to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained.

**Careers with Optum.** Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Here you'll find incredible ideas in one incredible company and a singular opportunity to do **your life's best work. (SM)**

Diversity creates a healthier atmosphere: Optum and its affiliated medical practices are Equal Employment Opportunity/Affirmative Action employers 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. Optum and its affiliated medical practices is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

What we do here changes the world.
UTHealth Houston is Texas' resource for healthcare education, innovation, scientific discovery, and excellence in patient care. That's where you come in.


Once you join us you won't want to leave.
It's because we reward our team for the excellent service they provide. Our total rewards package includes the benefits you'd expect from a top healthcare organization (benefits, insurance, etc.), plus:

• 100% paid medical premiums for our full-time employees
• Generous time off (holidays, preventative leave day, both vacation and sick time - all of which equates to around 37-38 days per year)
• The longer you stay, the more vacation you'll accrue!
• Longevity Pay (Monthly payments after two years of service)
• Build your future with our awesome retirement/pension plan!

We take care of our employees!
As a world-renowned institution, our employees' wellbeing is important to us. We offer work/life services such as...

• Free financial and legal counseling
• Free mental health counseling services
• Gym membership discounts and access to wellness programs
• Other employee discounts including entertainment, car rentals, cell phones, etc.
• Resources for child and elder care
• Plus many more!

Join a growing team! With the opening of Dunn Behavioral Sciences Center/HCPC at UTHealth , we will soon have the largest academic psychiatric hospital in the country, serving the region with an 500+ bed facility. Our dedicated health care employees will have the opportunity to be exposed to a variety of mental health specialties and cutting-edge research. With exposure to a variety of specialties such as Acute, Subacute, and Intensive Outpatient, Continuum of Care, Mood Disorders, ECT, Early Onset Treatment , Adult General Psychiatry, Competency Restoration, Child and Adolescent, Juvenile Justice, Geriatric Psychiatry, Treatment Mall and Unit-Based Programming.

This dedicated team will work in an integrated campus to bring world class resources to the community. Apply today to be a part of this committed team serving the mental health needs of the area.

Position Summary:

Provides hands on support for UTHealth Behavioral Sciences Campus' Epic Enterprise Clinical Application and/or Ancillary & Legacy Application systems. Responsible for effectively leading the implementation and support functions for the Epic EHR & Legacy systems. Serves as liaison and representative to the Epic and clinical and IT communities, work groups, and governance committee. Performs task analysis, long term and short-term planning, and determining needs of the project and staff. Manages multiple applications, including legacy applications, through planning, scheduling, assigning, coordinating, resolving and reviewing tasks performed by staff. Responsible for managing the Epic project tasks in particular application area(s). These tasks are moderately complex to highly complex. Negotiates with clients and vendors to deliver projects and tasks within mutually agreed upon deadlines. Manages and participates with system enhancement request process, working with the governance committee to ensure the proper programs/projects are completed as previously negotiated. Provides day to day Epic support when needed, resolves issues, and works on system enhancement/optimization requests in fast paced environment. Completes projects through leadership of others for whom in-line responsibility exists. Scope of applications or support may be for a specific application or multiple applications of Epic.

Location: Dunn Behavioral Sciences Center/HCPC at UTHealth

Dept.: BSC Clinical & Mgt Info Technology

Status: Full-Time

FLSA: Exempt

Position Key Accountabilities:

1. Manages a large portfolio of projects throughout the project lifecycle and within scope, schedule, assigns tasks, provide oversight and provide support; evaluates all new releases and functionality of applications in project portfolio on an ongoing basis; partners and collaborates with IS Project Management Office project managers on the implementation of larger, more strategic initiatives.
2. Interacts and collaborates with all levels of healthcare personnel; IT Management, Physicians, Clinicians, Consultants and Administrators. Provides clear and organized project status reporting to all stakeholders; coordinates team members to gather information and prepare organized, consistent and accurate status reporting.
3. Maintains an adequate dialogue with direct reports to ensure that everyone understands the strategic and operational direction of the department.
4. Identifies clinical and ancillary system or application needs; performs analysis of current clinical practices, user needs and work flow processes; documents the current clinical processes.
5. Gathers and translates end user requirements and issues into application solutions that satisfy the customer's needs
6. Coordinates EPIC Enterprise Clinical and ancillary application testing resources.
7. Performs configuration analysis for system maintenance and design; facilitates design analysis with healthcare providers/customers to determine configuration & cross trains on the various EPIC Clinical applications
8. Provide hands on support, issue resolution, build and deployment of upgrades features and enhancement/optimization features for the EPIC Enterprise Clinical Application systems, integrated systems & legacy systems, providing business and functional analysis and communication between clinical staff/departments and IT resources
9. Manages Human Resources activities of department in regards to: recruiting and selection, hiring and termination, training, professional development, mentoring, counseling, performance evaluations, and salary planning
10. Performs other duties as assigned.

Certification/Skills:

•EPIC certification required
•Expert analytical and problem-solving skills
•Advanced knowledge of MS Office products
•Advanced computing, analytical and organizational skills.

Minimum Education:

Bachelor's degree in computer science or related field; or relevant experience in lieu of education.

Minimum Experience:

Seven (7) years of experience in clinical applications support, preferably 5 years of experience with EPIC Clinical as well as experience in clinical setting either inpatient/outpatient.

Physical Requirements:

Exerts up to 20 pounds of force occasionally and/or up to 10 pounds frequently and/or a negligible amount constantly to move objects.

Security Sensitive:

This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215

At American Family Insurance, we believe people are an organization's most valuable asset, and their ideas and experiences matter. From our CEO to our agency force, we're committed to growing a diverse and inclusive culture that empowers innovation that will inspire, protect, and restore our customers' dreams in ways never imagined.

American Family Insurance is driven by our customers and employees. That's why we provide more than just a job - we provide opportunity. Whether you're already part of our team in search of a new challenge or new to our company and ready for what's next, you're in the right place. Every dream is a journey that starts with a single step. Start your journey right here. Join our team. Bring your dreams.

R29905 Support Center Manager (Hybrid) (Minneapolis, MN) (Open)

**_Compensation may vary based on the job level and your geographic work location._**

Compensation Minimum:$59,600 Annual

Compensation Maximum:$95,400 Annual

**Summary:**

This leadership role will work within our Personal Lines division.

The Support Center Manager provides leadership to achieve efficient phone inquiry handling and quality customer service throughout the company`s operating states for the Personal Lines Division. Accountable for communicating and implementing departmental plans, objectives, and strategies as well as monitoring and delivering targeted levels of service performance and reporting results to management.

The ideal candidate is a performance driven leader who thrives in developing and coaching others within a services environment. The Agency Care Center focuses primarily on supporting our agents in new customer acquisition, policy renewal and retention programs to meet the goals of our Personal Lines Division. The leaders role is to develop others in providing high quality services to a callers, managing to KPI's and driving efficiency that supports the business model.

**Job Description:**

**Primary Accountabilities**

**First-Line Management / Leadership for Individual Unit (25%)**

+ Manages direct reports, systems and projects to achieve unit goals. This is done in accordance with company policies and practices.

+ Prepares and analyzes unit plans and reports.

+ Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area.

+ Performs administrative activities in a timely manner necessary to effectively manage the department, including but not limited to budget preparation, reports preparation, and salary administration.

+ Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance and maintaining open communications.

+ Develops staff through coaching, providing performance feedback, providing effective performance reviews, and establishing development plans.

**Phone Queue Management (25%)**

+ Monitors queues continuously to evaluate volume of calls waiting, number of incoming calls, wait times and allocating resources to ensure desired customer service level.

+ Implements schedule strategies to adjust resources.

+ Implements strategies to assist with operational work loads and projects, during off peak times.

+ Observes performance of the Phone Inquiry Unit staff in the working environment and provides feedback.

+ Analyzes and reports department`s performance, manages contingency plan and identifies and initiates opportunities to improve performance.

+ Evaluates phone system and phone call volume for consistency accuracy, timeliness of response.

**Customer Service and Field Force Support (15%)**

+ Manages and ensures resolution to escalated customer issues

+ Ensures adherence to state laws, regulations and company policy which affect the operation of the Phone Inquiry Unit.

+ Maintains and/or exceed established service levels and response time objectives for all states within the Personal Lines Division.

+ Leads the team to ensure exemplary customer service is achieved.

**Metrics and Quality (15%)**

+ Reviews and recommends departmental processes to ensure optimum efficiency, productivity, and effectiveness.

+ Understands and ensures quality Phone Inquiry Unit procedures.

+ Analyzes and oversees the implementation of methods to improve departmental processes.

+ Analyzes and researches new trends and opportunities and makes adjustments in a timely manner.

+ Provides appropriate feedback in regards to measurements, timeliness and quality.

**Strategies Linked to the Division's Business Goals / Results (10%)**

+ Establishes, communicates and implements departmental plans, objectives, and strategies.

+ Participates as a member of the management team.

+ Maintains an active awareness of American Family's business environments, corporate culture and structure to support key decision-making.

**Creates Effective Partnerships with Business Partners to Achieve Divisional and Company Objectives (10%)**

+ Interacts and builds effective communications channels with field force management and other internal department contacts and managers.

+ Lead, reviews and resolves complaint inquiries for their area of responsibility.

+ Establishes positive relationships and a team approach to accomplish divisional and corporate goals.

+ Collaborates with other phone inquiry units to achieve virtual results.

**Travel Requirements**

+ This position requires travel up to 10% of the time.

**Specialized Knowledge and Skills Requirements**

+ Demonstrated experience providing customer-driven solutions, support or service

+ Demonstrated ability in organization and planning

+ Demonstrated leadership or management experience.

+ Solid knowledge and understanding of customer service background

**Additional Job Information:**

+ Offer to selected candidate will be made contingent on the results of applicable background checks.

+ Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions.

+ Our policy restricts consideration of applicants needing employment sponsorship (visa) to specialty occupations. Sponsorship will not be considered for this position.

This position is a hybrid role that involves working a minimum of 1 day per week in the office. We know flexibility is important to our employees and their families, and we will continue to offer flexibility in this flex office/home role. This approach will guide us in balancing the needs of the business, customers and our employees.

Preferred locations for this role include: Minneapolis, MN.

\#LI-Remote

When you work at American Family you can expect benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, and a paid-time off program. In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Enterprise benefits.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

Stay connected: Join Our Enterprise Talent Community !

\#LI-JM1