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Supervisor, Telecommunication Operations - Telecommute

Company: UnitedHealth Group
Location: Dallas
Posted on: September 24, 2022

Job 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 is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm) - The Supervisor of Telecom Operations will be responsible for the day-to-day operations of OptumServe's telephony network, including but not limited to multiple VoIP PBX phone systems, Contact Center applications, Voice Mail, routing of calls, IVR scripts, analog lines, call accounting and call recording. This role will act as the supervisor for the team that provisions Contact Center and Enterprise Voice Telecommunication services. -This role leads implementation, support and technical analysis of hardware, software or networks. The successful candidate will be responsible for working closely with the other IT Infrastructure Team members and managers, as well as other operations departments to ensure efficiency and effectiveness of the system operations. - You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities:

  • Supervise the Telecom Operations Team -
  • The telecom operations team acts as the principal contact point for telephony carrier services for coordination of repairs, new service and migrations, as well as provides 24x7 support for critical production systems
  • Responsible for all Telecommunications End User support and provisioning
  • Monitor team performance and process adherence
  • Respond to customer audits on process adherence
  • Lead creation of user training documentation, provides user training, as well as additional information necessary for the proper use of telecommunications equipment
  • Provide explanations and interpretations within area of expertise You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Required Qualifications:
    • Certifications or equivalent experience that shows intermediate or advanced working knowledge of VoIP PBX systems, Automatic Call Distribution (ACD), call center applications and IVR scripting
    • 8+ years of hands-on job experience in the telecommunication industry
      • Equivalent combination of applicable military experience or IT will be considered
      • Team Lead or Supervisory Experience
      • Solid working knowledge of TCP, VoIP PBX and Call Center systems
      • Solid customer service orientation with both internal and external customers
      • Proficient computer skills including Windows based applications (Word, Excel, PowerPoint, Outlook and Visio.)
      • Ability to provide level II technical support for work order request tickets on voice communication equipment in a timely fashion with minimal supervision and in a well-organized manner
      • United States Citizenship
      • Ability to obtain favorable adjudication following submission of Department of Defense eQuip Form SF86
      • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation Preferred Qualifications:
        • Associates degree
        • Genesys experience
        • Mitel experience
        • NICE Systems experience -
        • Solid creative and analytical problem-solving skills for design and testing of complex systems
        • Driven individual who enjoys learning and growing professionally, is goal oriented and collaborates well with the other team members
        • Ability to work on more than one project/task simultaneously, strong analytical thinking and time management skills To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment As a requirement of UnitedHealth Group's contract with the Department of Defense, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense , (the National Agency Check Legal and Credit or NACLC). Successful completion of the NACLC process is a requirement for continued employment in this role. NACLC processing will be initiated by our TRICARE Security Officer post-offer and can take 3-6 months for a final decision communication from the Department of Defense. Candidates will be allowed to begin employment with UnitedHealth Group in this role based on an interim clearance, and final results will be communicated as they are received. Failure to obtain final NACLC approval will result in termination from this role. Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. 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. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm) Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $82,100 to $146,900. The salary range for Connecticut / Nevada residents is $90,500 to $161,600. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives. *All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy. 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.

Keywords: UnitedHealth Group, Dallas , Supervisor, Telecommunication Operations - Telecommute, IT / Software / Systems , Dallas, Texas

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