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Senior Traffic / Workforce Representative - Columbia, MD or Franklin TN

05/31/2018Call Center
Job Location:
Franklin, TN
Metro Area:
TN - Nashville
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
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.   Turn on the news on any night of the week and you’re likely to hear about the changes that are sweeping through our health care system. It’s dramatic. It’s positive. And it’s being led by companies like UnitedHealth Group. Here’s where you come in. With the goal of ensuring the highest quality of operations and services, you’ll provide senior level expertise to all scheduling, call volume monitoring and adjustments. You’ll help determine and communicate work schedules and assign resources for various call queues as well as interface with site leaders to ensure adequate staff, contingency plans and workflow monitoring. This role is equally challenging and rewarding. In this high-volume, demanding call center environment, you'll need to analyze market data, review scheduling conditions, forecast production and identify trends to present information for operational and business planning. 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 daily staffing levels and to determine the most effective methods for staffing adjustments Utilize call center tools to observe agents' actual state compared to scheduled state Manage real-time inbound call traffic to help ensure that service levels are met Gain an understanding of the technical and business solutions such as: optimized schedules, forecasts and other tools, and present them to management Prepare and maintain reports, dashboards and monthly packages Extensive work experience, possibly in multiple functions Work does not usually require established procedures Works independently Mentors others Acts as a resource for others Coordinates others' activities


Required Qualifications: High School Diploma / GED Ability to work a shift between 8:00 am - 10:00 pm EST; a flexible schedule, including weekends or on-call support 1+ years of experience working in a call center and / or transaction site Proficient with Microsoft Excel (i.e. creating, editing, and saving spreadsheets, VLOOKUP, pivot tables, etc.), Microsoft Word (create, edit, save, and Microsoft Outlook (send, receive and set appointments) 1+ years of experience with Workforce Systems such as Avaya, CMS, IEX, eWFM, Genesis, Interactive Intelligence, and / or Blue Pumpkin 1+ years of Workforce Management experience Preferred Qualifications: Bachelor's Degree or higher Experience with SQL Soft Skills: Ability to work in a fast-paced environment and make decisions UnitedHealth Group is a team of more than 260,000 people who are building career success through commitment, compassion and a desire to make a difference. Join us. Learn more about how you can start doing your life's best work.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
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