Customer Service Manager- Workforce Management & Reporting

6 days left

Minneapolis, Minnesota
Oct 26, 2021
Dec 10, 2021
Employment Status
Full Time
Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 225,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs.

UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.


Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers.

At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.




UCare offers Medicare, Medicaid, Individual and Family health plans - powered by the hardest working people in the industry. Our people powered teams de-complicate, advocate and always go the extra mile to help our members. We serve with integrity, compassion and commitment to do right by members, providers and government partners. Above all, we come to work excited to provide members a path for the best health of their lives.


Working at UCare is more than a career; it's a mission. A mission that defines us as professionals, unites us as an organization and shapes how we interact with our members and each other. Employees join UCare and stay because of the opportunity to have a purpose-driven job.

Our strong culture has established UCare as a Star Tribune Top 150 Workplace for 12 consecutive years since the awards program began. It's a culture that embraces innovative ideas, strategic partnerships, and exemplary customer and provider experiences. Working at UCare is being a part of a people powered team dedicated to making a real difference in the lives of our members and communities.


Work Location: In the office or hybrid (in the office 3 or more days per week)

The health and safety of our employees, members, providers, and our community is our highest priority. Therefore, all new employees are expected to be fully vaccinated against COVID-19 prior to starting at UCare, subject to limited exceptions such as for a sincerely held religious belief or for medical reasons.

Position Description

This position is responsible to lead and oversee workforce management processes, including forecasting, staffing models, and queue management, to ensure we achieve critical service levels and provide a strong member and provider experience. Lead the delivery of reporting and analysis on internal and external service, operational metrics, call interactions and drivers, and experience metrics. Create a dynamic service culture while assuring compliance with state, federal, and contractual requirements. Balance people with results while maintaining cost and operationally effective services for UCare membership.

• Meet and/or exceed all call center financial, productivity, quality, efficiency and employee engagement, and retention metrics.

• Manage workforce management and reporting analysts and scheduling analysts. Manage, coach, and mentor direct reports. Partner closely with call center leadership and support staff to ensure disciplined workforce processes and excellent member and provider experience while maintaining staff engagement. Demonstrate ability to drive performance while improving quality and efficiency of our operation.

• Collaborate closely with IT/telecom/telephony to identify any technical issues; determine root cause and provide updates to call center leadership. Identify and implement opportunities for continuous improvement and innovation.

• Develop and implement strategies focusing on developing data-based models, tools, analysis, and decision-making.

• Act as a liaison with operational and project leaders to help develop business requirements, projects, initiatives, and plans related to telecom and call center needs.

• Create a dynamic call center culture that is flexible, adaptable, innovative, and responsive while driving operational performance of the customer service department. This includes developing, managing, and monitoring strategies to improve customer services operations. Implement and oversee service improvement projects including, but not limited to scope, assignments, timelines, milestones, and reporting.

• Participate as a key department liaison or project lead with interdepartmental committees and work groups as assigned. Communicate relevant information arising from these groups to staff. Develop and present recommendations and updates to leaders, stakeholders, and business partners throughout the organization.

• Other projects and duties as assigned.


Bachelor's degree; demonstrated experience may be considered in lieu of degree.

Required Experience

Four years progressively complex experience in customer service or operations. Five years of leadership experience. Demonstrated leadership in developing and delivering workforce management and service reporting. Five years of experience in telecommunications and call centers and experience with core call center applications including ACD, IVR, Call Recording, quality management and knowledge of workforce management tools and contact center software including Aspect, CISCO, CUIC. Intermediate to advanced experience with Microsoft products. Strong analytical, quantitative, and problem-solving skills. Demonstrated strong oral and written communication skills.

Financial and business acumen to measure key service deliverables. Project management skill sets with process improvement discipline. Demonstrated ability to drive results in a customer service setting while building employee engagement.

Preferred Experience

Health Care product, customer service or operational experience.


The UCare difference is our people power - employees actively working on the behalf of our members to get them access to the health care they need. We value and respect each individual's ideas and contributions, and provide the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, and a myriad of volunteer activities. If you're looking for an inclusive environment that celebrates your people power, helps you build on your strengths and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

JOB POST DATE: 10/25/2021

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