Position Description: Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work. 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 and to determine the most effective methods for staffing adjustmentsUtilize call center tools to observe agents actual state compared to agents scheduled state.

Manage real - time inbound call traffic to help ensure that service levels are metGain an understanding of the technical and business solutions:
optimized schedules, forecasts and other tools and present them to managementPrepare and maintain reports, dashboards and monthly packages.Gain familiarity with analysis and ensure consistent methodologies are followed to maintain qualitySupport the preparation of ad - hoc analysis that enables strong understanding of the businessProvide training on report, dashboard and package development to team members and management as needed Work with established UMR CCSP procedure.Business Analyst work to establish and / or increase efficiencies in procedures.Works independently.Mentors others.Acts as a resource for others.Coordinates with other functional work groups for activities.

SME to internal customers for WFM and Telephony technologies Requirements:
High School Diploma / GED2+ years of Workforce Management experience (i.e. Responsible for scheduling, call volume monitoring and adjusting, determining and communicating work schedules and resources for call queues, consulting with call operations, etc)2+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, and / or Blue PumpkinIntermediate level of experience with Microsoft Excel (i.e.

Creating spreadsheets, v - lookups, pivot tables, etc)Flexible work schedule between 7:

00 AM - 7:00 PM CST and occasionally some weekends2+ years of Operations experience in a Contact CenterAssets:Bachelor's Degree (or higher)Workforce Management experience Preferred work experience with NICE IEXWest Survey experience Careers at UnitedHealthcare Employer & Individual.We all want to make a difference with the work we do.Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine.Here, you get that opportunity every day.

As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives.You'll help write the next chapter in the history of health care.And you'll find a wealth of open doors and career paths that will take you as far as you want to go.Go further.

This is your life's best work.

Diversity creates a healthier atmosphere:
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.

Unitedhealth group, Unitedhealth care, Health care, workforce management, workforce systems, Microsoft Excel, contact center

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