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Contact Center Operations and Performance Analyst

2 months ago

Minnetonka, Minnesota, United States UnitedHealthcare Full time
About the Role

At UnitedHealthcare, we're simplifying the healthcare 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. We're looking for a skilled Senior Workforce Optimization Analyst to join our team and help us make a difference.

Key Responsibilities
  • Real-Time Monitoring: Utilize call center tools to observe agents' actual state compared to their scheduled state, and provide recommendations/actions based on those observations.
  • Staffing Management: 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.
  • Reporting and Analysis: 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.
  • Technical Support: Act as the voice of the contact centers during technical issues, responsible for reporting technology issues and impacts on advocates and members.
  • Innovation and Process Improvement: Drive innovation and process improvement, champion new changes and strategies within the National Operations Center and Business.
  • Business Continuity Planning: Monitor global weather for impacts to contact centers, champion Business Continuity Plans in partnership with business, and adjust call center traffic based on Business Continuity Plans.
Requirements
  • 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 6:00 pm; 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 solid critical thinking skills.
  • Proven ability to multitask and prioritize based on real-time factors.
  • Proven ability to work independently and in a team atmosphere.