Senior Workforce Rep - National Remote

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: 

• Use workforce management software and call volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments
• Utilize call center tools to observe agents' actual state compared to scheduled state
• Manage real-time inbound call traffic to help ensure that service levels are met
• Gain an understanding of the technical and business solutions such as: optimized schedules, forecasts, and other tools, and present them to management
• Communicate with business partners to discuss changes and mitigation steps to achieve appropriate staffing levels
• Prepare and maintain reports, dashboards, and monthly packages

This role is equally challenging and rewarding. In this high volume, demanding call center environment, you'll need to analyze market data, review scheduling conditions, forecast production and identify trends to present information for operational and business planning.

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 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.)
• Intermediate level of proficiency with Microsoft Excel (i.e., creating spreadsheets, v-lookups, pivot tables, etc.) and Microsoft Word (create and edit documents)  
• Ability to work between the hours 6:00am - 9:00pm CST, Sunday - Saturday

Preferred Qualifications: 

• 2 years of operations experience
• 2 years of experience with workforce systems (i.e., Avaya, CMS, IEX, eWFM, Genesis, and/or Blue Pumpkin)

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

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 #GREEN