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Sr Workforce Representative - Remote - 2217663

UnitedHealth Group

UnitedHealth Group

Eden Prairie, MN, USA
Posted on Monday, June 10, 2024

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:

  • Providing short term forecasting, scheduling and inventory management support for Operations
  • Role will implement WFM scheduling/RTA support
  • Incumbent will work with operations on a daily basis to ensure there is adequate staffing in the correct schedules to achieve contractual service level objectives and back-office turnaround times
  • Partners with Workforce Planning short term forecasting/planning team to get current forecasts loaded into NICE IEX Workforce management software at the monthly, weekly, daily level
  • Works closely with the Workforce RTA /Operations teams to ensure all parties are aware of intraday and intraweek staffing overages/shortages and mitigation plans
  • Annually or during ramp periods, ensures all new hire staff are provided schedules and entered IEX with correct information and skilled appropriately for work type
  • Provides ongoing support with managing improvement in metrics (shrinkage, AHT reductions), trend reporting
  • Use workforce management software and work volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments
  • Support short term forecasting and daily/intraday staffing allocations
  • Utilize call center tools to observe agents’ actual state compared to scheduled state
  • Manage outbound and back-office inventory to help ensure that service levels and turnaround times are met
  • Gain an understanding of the technical and business solutions such as: optimized schedules, forecasts and other tools, and present them to management
  • Prepare and maintain reports, dashboards, and monthly packages

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:

  • High School Diploma/GED OR 3+ years of call center and/or back-office operations
  • 2+ years of experience working in a call center and/or back-office operations
  • 1+ years of Workforce management experience -Scheduling, forecasting, resource balancing,
  • Intermediate level of proficiency with MS Excel (i.e., creating spreadsheets, v-lookups, pivot tables, etc.) and MS Word

Preferred Qualifications:

  • 2+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesys, NICE, Aspect, or other workforce programs
  • Ability to work a flexible schedule

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, or Washington Residents Only: The hourly range for this role is $23.22 to $45.43 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Application 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 employers 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