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Sr Business Advocate, Workforce Management - Hooksett, NH

09/20/2018Call Center
Job Location:
Hooksett, NH
Metro Area:
MA - Boston (Manchester)
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
We'll put you in the driver's seat on vital projects that have strategic importance to our mission of helping people lead healthier lives. Yes, we share a mission that inspires. We need your organizational talents and business discipline to help fuel ours. It's the opportunity to do your life's best work.(sm)   As a WFM Senior Business Analyst, you will coordinate with Operations, Planning and the Workforce Effectiveness team to identify the WFM tasks which address the needs of the business. You'll partner with the WFM team on and offshore to balance the workload and ensure flawless execution of tasks. In this role, you will develop and apply influencing strategies to help encourage business leaders to make educated decisions. You will audit current tools for areas of improvement and lead weekly staffing reviews. The WFM Senior Business Analyst will communicate changes in trends and outages to Planning. This role will also interact with the business to understand requirements & support and recommend associated process improvements.     Primary Responsibilities: Coordinate and execute WFM tasks and initiatives Focus on intraday scheduling 4 - weeks out and maintain Master skill files / CMS scripts / skilling strategy Run and develop templates for reporting WFM workload management including BCP strategy and execution Serve as the site POC for the forecasting team Monitor key metrics and understand root cause of variation Analyze and interpret data to identify trends, patterns and opportunities for the business and clients Communicate analysis and interpretation to appropriate audience Produce, publish and distribute scheduled and ad-hoc client and operational reports relating to the development and performance of products, processes and technologies Provide explanations and interpretations within area of expertise Support WFM Manager by providing timely, accurate, relevant and thorough analysis


Required Qualifications: Bachelor’s Degree or equivalent experience 2+ years of business analytics/contact center and/or WFM experience Intermediate level of proficiency with Excel and PowerPoint Intermediate level of proficiency with NICE IEX Workforce Management system and Avaya Call Management System (CMS)  or Genesys ACD Preferred Qualifications: 2+ years of Workforce Management (WFM) experience Previous experience with process evaluation and improvement, workflows and benchmarking Excellent communication, time/project management, problem solving, organizational, and analytical skills Ability to communicate analysis including trends and opportunities to clients and the business in writing and verbally      Ability to problem solve including multiple priorities and research conflicting and/or inaccurate dataAt UnitedHealth Group, we're more than 260,000 strong, moving fast and shifting gears to outpace the rate of change that's sweeping through health care around the globe. Come join us and challenge yourself to reach a new level. One that becomes your life's best work.SMCareers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.SM   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.   Job Keywords: Workforce Management, WFM, Sr. Business Analyst, UnitedHealthcare, UHC, SR. Business Advocate, Hooksett, NH, New Hampshire
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