01Responsibilities
Manage and lead a team of IT Service Desk Analysts supporting end users through inbound calls and other support channelsEnsure the team consistently meets service level agreements (SLAs) and operational targetsProvide day-to-day support, guidance, and coaching to team membersConduct monthly one-on-one performance reviews with team membersFacilitate quarterly check-ins focused on employee development, career progression, and goal settingAnalyze key performance metrics and provide actionable feedbackIdentify performance outliers through regular metric reviewsDevelop coaching and action plans to improve underperforming metricsPartner closely with cross-functional teams including:Quality Assurance (QA)Learning & Development (L&D)Workforce Management (WFM)Reporting & Analytics TeamLead and support initiatives focused on service delivery improvementsIdentify automation opportunities and best practices to enhance customer experienceDrive continuous improvement initiatives using data-driven insightsComply 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 regard 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 soRequired Qualifications:
Bachelor's degree in computer science, information technology, or a related fieldExcellent analytical and troubleshooting skills. 10 + years of experience is must. 8 years into people manager role. Should have voice support and Non voice support experienceAbility to build, develop, direct, and manage a group of people. Possess solid People management skills, research, analytical, qualitative & Operations management skillsAbility to support Business that runs 24/7 and provide solutions to user's pain pointsAbility to handle complex and ambiguous scenarios. Both process and people relatedAbility to organize, prioritize and schedule work assignments. Possess a solid follow up mechanismAbility to make administrative and procedural decisions. Possess solid administrative skillsBAU (business as usual) / Operations Management Skills to run day-to-day operations on the shop floorOrganizing skills and Team Building skills. Very solid in interpersonal and communication skills (both oral and written)Conflict Management Skills - Good at handling tough conversationsDecision making skills - Ability to take tough decisions and handle tough conversations. Excellent Communication and Presentation SkillsDrive, educate and instill discipline at all levels in the project and peopleAdvanced experience with a wide variety of computer applications including MS - office applications like MS Excel, MS word, Power point etc.,
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone - of every race, gender, sexuality, age, location and income - deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission. .
