Position Description: Great sales are the result of strong purpose, conviction and pride - pride in your ability and your product. UnitedHealth Group offers a portfolio of products that are greatly improving the life of others. Bring along your passion and do your life's best work.(sm) There are two primary aspects to this role - technology support ownership and planning representation of those technologies. The first part will be to provide core technology support (Business architect & Documentation) to the Telesales distribution channel and contact center Workforce Management team. This second part will be to represent those technology ownerships using key planning methods including yearly project management tools, driving communication and business alignment with key stakeholders, and representing ownerships through scenario modeling (Project Management).Primary Responsibilities: Technology:This position will provide core technology planning & design in support of the overall Leadership strategy related to Telesales call routing, call reporting, and the broader Workforce Management team. Core technology to include Virtual Hold, IEX administration, Interact Call routing and reporting, and the chat tool transition to a new technology platform. Other technologies may also be included.This position will manage these technologies for basic troubleshooting, monitoring, reporting, and optimization of these tools. This ownership includes the operational routing effectiveness within the overall Marketing and Telesales strategies and objectives. With the move to a new chat platform, this role will fulfill the administrative, configuration, and optimization of the new tool and technology. This role will manage the rules, throttle the engagement, and optimize the holistic chat engagement to balance the inbound, outbound, and chat optimization to achieve the Leadership objectives. Through these activities, this role will partner closely with the Workforce Management team to align objectives.Planning:This position will support core planning of one or more specific ownerships, including the technology ownerships noted. This includes the Technology support related to Telesales and the broader Workforce Management team. Core planning responsibilities include the following: Yearly Planning, Communication Management, and Modeling.Yearly Planning and Project Management provides the work plan for the given day, week, month or year. This provides the basis for guiding the individual activities. This timeline of activities forms the basis of forward thinking strategy to engage stakeholders, understand the business plan, and incorporate those items into the model.Communication Management reflects the engagement of business stakeholders (i.e. Account Management). Each week and month this individual will participate and facilitate meetings with business leaders and operations members. The purpose of these engagements will be to understand business direction and also to lead the business stakeholders in an account management fashion both to drive the business and support the business.Modeling activities are a core function of planning. The modeling will typically be housed in Excel or possibly another database. This modeling necessitates the documentation and clarity of the requirements and provides the basic business assumptions for the specific ownership. This role will own reporting, data analysis, trending, and database modeling to present scenarios to key leaders.
RequirementsHigh School Diploma / GED or higher 2+ years Business Analyst (Developing Technical requirements)2+ years experience working in a contact center operations or support role required2+ years proven project management experience required in a process and change management environment1+ years staff planning, budgeting, and forecasting experience required in a contact center environment required2+ years experience forecasting or planning in a workforce management contact software (IEX, eWFM, Blue Pumpkin, etc., or created software) is required3+ years experience with Microsoft Office (e.g., Word, Excel, Access, PowerPoint) and familiarity with Windows NT is required1+ years experience in development and delivery of technical reports within Excel and Access requiredPreferred Requirements:Experience with telecom and routing hardware/software (e.g., PBX, ACD, IVR, ICM [AKA GEOTEL]) is preferred6+ months of project management experience in a process and change management environment preferredExperience with VB/VBA & SQL coding ability is preferredFamiliarity with vendor contracts and execution preferredKnowledge of Human Resource policies and procedures an assetCareers at UnitedHealthcare Medicare & Retirement. The Boomer generation is the fastest growing market segment in health care. And we are the largest business in the nation dedicated to serving their unique health and well-being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our health care system. Ready? It's time to do your life's best work.SMDiversity 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.Key Words: Technical Analyst (Telecom & Infrastructure)
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.