Senior Traffic / Workforce Representative - San Diego, CA; Columbia, MD; or Franklin TN
January 31, 2018
San Diego, California
Position Description: Energize your career with one of Healthcare's fastest growing companies. You dream of a great career with a great company - where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it's a dream that definitely can come true. Already one of the world's leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up. This opportunity is with one of our most exciting business areas: Optum - a growing part of our family of companies that make UnitedHealth Group a Fortune 6 leader. Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation and Performance. The Workforce Representative is responsible for all scheduling, call volume monitoring and adjusting. Responsible for determining and communicating work schedules, resources for various call queues. The Workforce Representative works with site leaders to ensure adequate staff, contingency plans and workflow monitoring.Positions in this function are responsible for all scheduling, call volume monitoring and adjusting. Responsible for determining and communicating work schedules, resources for various call queues. Works with site leaders to ensure adequate staff, contingency plans and workflow monitoring. Primary Responsibilities:Use workforce management software and call volume history to help manage intra-day staffing levels to determine the most effective methods for staffing adjustments Utilizes RTA to observe agent adherence and compare to agent scheduled stateManage real-time call traffic to help ensure that service levels are met and OB campaigns are completedMakes recommendations for OT when volumes exceed staff capacityGain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to managementAnalyzes daily and weekly performance to make recommendations on overtime needs and cross skills to optimize resource utilization and productivityCommunicates with all levels of management to provide direction and / or results of resources and skilling movementPrepare and maintain reports, dashboards and monthly packagesGain familiarity with analysis and ensure consistent methodologies are followed to meet service level goals and outbound completionPrepare ad hoc analysis that enables strong understanding of the businessProvide training report, dashboard and package development to team members and management as needed Demonstrates initiative, adaptability and decisivenessLead morning touch base call with call centers and highlights data review with leadersMonitor call volumes and make real time decisions regarding staffing and agent skilling changesMakes good business decisions with resources and coordinates across multiple call centersEnsure the proper administration of the workforce management tool Update schedule exceptions accurately and timely in WFM toolPrimary point of contact for call centers when IB / OB issues ariseGenerate schedules that are aligned to the forecasted call / workload to support the businessCoordinate shift bids, new hire bids, and team assignmentsSchedule all off phone activities such as team meetings, coaching, and training etc.Management of shift realignments, overtime planning, and overtime implementationPlan and Manage shrinkage requirements and paid time off (PTO) limits based on historic data to help ensure service level are metAssist with creating tracking documents, conduct analysis and report results to leadershipPerforms other duties as required.responsible for all scheduling, call volume monitoring and skill adjustmentResponsible for determining and communicating work schedules, resources for various call queues. Works with site leaders to ensure adequate staff, contingency plans and workflow monitoring
Required Qualifications:High School Diploma / GED or higher2+ years of WFM experience as a supervisor, RTA, scheduler or forecaster2+ years of experience with workforce systems such as Avaya, Interactive Optimizer, CMS, IEX, eWFM, Genesis, and/or Blue Pumpkin1+ years of experience working in a call center and / or transaction siteExperience trending and analyzing dataProficient with Microsoft Excel (i.e. creating spreadsheets, VLOOKUP, pivot tables, etc.)Proficient with MS Word (creating templates and documents)Ability to work a flexible schedule, including weekends as neededPreferred Qualifications: Bachelor's Degree or higherSoft Skills: Ability to work in a fast-paced environment and make decisionsTake the next step, online at: www.yourlifesbestwork.com. Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system 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. 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: Traffic and Workforce Representative, Workforce Representative, Workforce Associate, Workforce Specialist, Workforce, Workforce Management, WFM, Reporting Analyst, Reports Analyst, Reporting Specialist, Reports Specialist, Reporting, Excel, Access, Macros, VBA, Hyderabad, Telangana
Internal Number: 745179
About UnitedHealth Group
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.