Senior Workforce Analyst

1 month ago

Minnetonka, Minnesota, United States UnitedHealth Group Full time

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

  • Real Time
    • Utilize call center tools to observe agents actual state compared to agents scheduled state, and provide recommendations / actions based on those observations
    • Manage real-time inbound call traffic across multiple contact center locations to help ensure that Key Performance Metrics (AHT, Service Level, Minimums) are met, continuously observing staffing trends to forecast, ensuring understanding of variation, working to solve for staffing gaps whether in planning process or intra-day management
    • Prepare and maintain reports and dashboards
    • Perform ad hoc reporting and analysis as needed to improve overall performance of the call center, and enable solid understanding of the business
  • Technology
    • Act as the voice of the contact centers during technical issues, responsible for reporting technology issues and impacts on advocates and members
    • Drive innovation and process improvement
    • Champion new changes and strategies within the National Operations Center and Business
  • EMT/Weather
    • Monitors global weather for impacts to contact centers
    • Champions Business Continuity Plans in partnership with business
    • Adjusts call center traffic based on Business Continuity Plans

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

  • Ability to work on-site within the command center, with some remote opportunities
  • Ability to work an 8-hour shift, Monday - Friday; between 7:00 am and 6:00pm; with some weekends and holidays on a rotation basis

Preferred Qualifications:

  • 1+ years of operational and/or procedural aspects of a call center
  • 1+ years of Contact/Call Center experience (i.e. Omni Channel, etc.)
  • 1+ years of process improvement and streamlining processes
  • 1+ years of problem solving
  • Proven solid, professional communication skills (Verbal and Written)
  • Proven solidcritical thinking skills
  • Proven ability to multitask and prioritize based on real time factors
  • Proven ability to work independently and in a team atmosphere

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

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.

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