Position Description:Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.The Senior Traffic / Workforce Representatives are responsible for all scheduling, call volume monitoring, and adjusting. They are also responsible for determining and communicating work schedules and resources for various call queues. You will work 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 and to determine the most effective methods for staffing adjustmentsUtilize call center tools to observe agents actual state compared to agents scheduled stateManage real-time inbound call traffic to help ensure that service levels are metGain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to managementPrepare and maintain reports, dashboards and monthly packagesGain familiarity with analysis and ensure consistent methodologies are followed to maintain qualitySupport the preparation of ad hoc analysis that enables strong understanding of the businessProvide training on report, dashboard and package development to team members and management as neededUnderstand and document stakeholder objectives and align work activities to balance supply and demand in the context of those objectivesAnalyze, develop action plans and resolve service delivery and / or service level issuesDevelop, maintain, and adhere to the workplan. Represent and preplan a comprehensive task list within the work planMaintain frequent and consistent communication with the National Operations Center (NOC) regarding all applicable impacts to the businessPlan, coordinate, and communicate all aspects of workforce management including scheduling, skilling, staffing, & business continuity. The scope begins at the planning / scheduling handoff of interval requirements and ends in real-time executionCreate & maintain clear documentation of procedures and Line Of Business (LOB) contextPartners with Planning to perform analysis on forecasted call, chat and OutBound (OB) and Average Handle Time (AHT) trendsAsset: project management / process improvement experienceExtensive work experience, possibly in multiple functionsWork does not usually require established proceduresWorks independentlyMentors othersActs as a resource for othersCoordinates others' activities
Required Qualifications:High School Diploma / GED (or higher)3+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, and / or Blue Pumpkin2+ years of experience working in a call / contact center3+ years of intermediate level of experience with Microsoft Excel (i.e. creating spreadsheet, v-lookups, pivot tables, formulas, etc.)2+ years of intermediate level of experience with Microsoft Word (creating, editing and uploading documents)3+ years of Workforce Management experience / and LogisticsAbility to work a flexible schedule including weekendsPreferred Qualifications:Bachelor's Degree (or higher)IEX experience or experience maintaining an IEX environmentExperience with Change Management / Project ManagementCareers 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.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: Project Management, Call Center, Customer Service
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.