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Senior Traffic / Workforce Representative - Plymouth, MN

01/06/2018Call Center
Job Location:
Plymouth, MN
Metro Area:
MN - Minneapolis
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
Position Description: Energize your career with one of Healthcares 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, its a dream that definitely can come true. Already one of the worlds 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 & Performance.The Technology Support Center (TSC) is the IT Service Desk for all of UnitedHealth Group and Optum. The TSC team supports more than 220,000 domestic and international employees while operating 24x7 year-round, including all holidays. While taking in excess of 125,000 calls per month the TSC offers first level technical support for: 5,000 plus systems and applications, servers, desktop, telephone, and network issues. Additionally, the team also offers support for telecommuter issues, and voice (telephone, voicemail) issues.The TSCs mission is to be the single point of contact for UnitedHealth Group businesses by providing high quality, innovative and cost effective technical support.The Senior Traffic / Workforce Representative is responsible for processing intake requests, skill changes, and monitoring call volumes. They are also responsible for allocating resources for various call queues and communication of schedule changes. You will work with site leaders to ensure adequate staff, contingency plans and workflow monitoring.Prime 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 adjustments Utilize call center tools to observe agents actual state compared to agents 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: optimized schedules, forecasts and other tools and present them to management Prepare and maintain reports, dashboards and monthly packages Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality Support the preparation of ad hoc analysis that enables strong understanding of the business Provide training on report, dashboard and package development to team members and management as needed Looking for individuals with change management experience, process creation and a heavy emphasis on standardization and reducing variation Extensive work experience within own function Work is frequently completed without established procedures Works independently May act as a resource for others May coordinate others activities


Required Qualifications: High School Diploma / GED (or higher) 2+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesys, and / or Blue Pumpkin 2+ years of experience working in a Call / Contact Center 2+ years of intermediate level of experience with Microsoft Excel (i.e. creating spreadsheets, v-lookups, pivot tables, formulas, etc.) 2+ years of experience with Microsoft Word (i.e. ability to create, edit, save and send documents) 1+ years of Workforce Management experience (i.e. responsible for scheduling, call volume monitoring and adjusting, determining and communicating work schedules and resources for call queues, consulting with call operations, etc) Availability to work Monday through Friday, 9:00 am to 6:00 pmPreferred Qualifications: Bachelor's Degree (or higher) IEX experience or experience maintaining an IEX environment Analytics experienceTechnology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place 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: UHG, Optum, call center, workforce, management, IEX, Blue Pumpkin, eWFM, Avaya, Genesys, Plymouth, Minnesota, MN
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