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Senior Traffic / Workforce Representative - San Diego, CA; Columbia, MD; or Franklin TN

01/31/2018Call Center
Job Location:
San Diego, CA
Metro Area:
CA - San Diego
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 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 state Manage real-time call traffic to help ensure that service levels are met and OB campaigns are completed Makes recommendations for OT when volumes exceed staff capacity Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management Analyzes daily and weekly performance to make recommendations on overtime needs and cross skills to optimize resource utilization and productivity Communicates with all levels of management to provide direction and / or results of resources and skilling movement Prepare and maintain reports, dashboards and monthly packages Gain familiarity with analysis and ensure consistent methodologies are followed to meet service level goals and outbound completion Prepare ad hoc analysis that enables strong understanding of the business Provide training report, dashboard and package development to team members and management as needed Demonstrates initiative, adaptability and decisiveness Lead morning touch base call with call centers and highlights data review with leaders Monitor call volumes and make real time decisions regarding staffing and agent skilling changes Makes good business decisions with resources and coordinates across multiple call centers Ensure the proper administration of the workforce management tool Update schedule exceptions accurately and timely in WFM tool Primary point of contact for call centers when IB / OB issues arise Generate schedules that are aligned to the forecasted call / workload to support the business Coordinate shift bids, new hire bids, and team assignments Schedule all off phone activities such as team meetings, coaching, and training etc. Management of shift realignments, overtime planning, and overtime implementation Plan and Manage shrinkage requirements and paid time off (PTO) limits based on historic data to help ensure service level are met Assist with creating tracking documents, conduct analysis and report results to leadership Performs other duties as required. responsible for all scheduling, call volume monitoring and skill adjustment 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


Required Qualifications: High School Diploma / GED or higher 2+ years of WFM experience as a supervisor, RTA, scheduler or forecaster 2+ years of experience with workforce systems such as Avaya, Interactive Optimizer, CMS, IEX, eWFM, Genesis, and/or Blue Pumpkin 1+ years of experience working in a call center and / or transaction site Experience trending and analyzing data Proficient 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 needed Preferred Qualifications: Bachelors Degree or higher Soft Skills: Ability to work in a fast-paced environment and make decisions Take the next step, online at: 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
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