Sr Workforce Delivery Analyst

UnitedHealth Group

  • Eden Prairie, MN
  • $23.41-41.83 per hour
  • Permanent
  • Full-time
  • 4 days ago
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.Primary Responsibilities:
  • Successful scheduling and intra-day management of Contact Centers, with a focus on results
  • Work with Real-Time Adherence teams to help drive daily plans for each line of business
  • Creating, Maintaining, and Updating Schedules with Workforce Management Tools
  • Maintain and execute on the Workforce Vision of Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company
  • Participate as team member or subject matter expert on projects and change initiatives
  • Compare Key Performance Metrics (KPI's) on a daily, intra-daily, weekly, monthly, and annual basis to understand root cause of variation
  • Monitor staff adherence to work schedule, improving agent availability to the customer, and working with Site Leadership to manage outliers where necessary
  • Monitor volume, Average Handle Time (AHT), and staffing trends to forecast, ensuring understanding of variation, working to solve staffing gaps whether in planning process or intra-day management
  • Create and maintain real, historical and custom reports
  • Perform Ad Hoc Reporting as needed to improve overall performance of the call center, understanding drivers
  • Run and develop reports and templates as needed
  • Adjust workforce requirements based on changing / dynamic forecasts
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:
  • 1+ years of experience working in a call center or other operations environment, preferably in a Workforce setting
  • Operational knowledge of call centers
  • General understanding of call center telecom systems
  • Understanding of call software tools and programming requirements
Preferred Qualifications:
  • Experience with Call Systems (ACD, Genesys/Omni, etc)
  • Experience with Workforce Management Tools (IEX, Amazon Connect, Intradiem, etc)
  • Experience with implementing or writing SQL
  • Solid understanding of Excel and Access with experience in creating ad hoc reports
  • Proven ability to build Data Driven Reports with the use of Pivot Tables
  • Proven to be adaptable and able to move with change while maintaining a positive attitude
  • Demonstrated good analytical & reporting skills
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $23.41 to $41.83 per hour based on full-time employment. We comply with all minimum wage laws as applicableApplication Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.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.#RPO

UnitedHealth Group