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NOC Workforce Analyst - Minnetonka, MN

Company: UnitedHealth Group Inc.
Location: Minnetonka
Posted on: June 9, 2021

Job 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.SM

In this position, you will be responsible for assisting in the successful scheduling and intra - day management of Contact Centers, with a focus on site level results. You are also responsible for determining and communicating work schedules and resources in support of various call queues. You will work with Workforce Management partners and site leaders to ensure adequate staff, contingency plans and workflow monitoring. You will be the central point for business continuity responsibility for call operations. Your focus includes pre - planning and execution, provided ad hoc and reoccurring communication updates, and performance cost optimization and delivery. You will maintain and execute on the vision of "Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company."

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of 7:00am - 6:00pm. It may be necessary, given the business need, to work occasional overtime. Our office is located at 9700 Health Care Lane, Minnetonka, MN.

Primary Responsibilities:

  • Leverage workforce management software and call volume history to help manage intra - day staffing levels and to determine the most effective methods for staffing adjustments
  • Utilize call center tools to observe agents actual state compared to agents scheduled state, and provide recommendations / actions based on those observations
  • Manage real - time inbound call traffic across multiple contact center locations to help ensure that service levels are met
  • Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
  • Prepare and maintain reports, dashboards and monthly packages
  • Provide training on report, dashboard and package development to team members and management as needed
  • Assisting with training of National Operation Center and Workforce Staff on Workforce Management policies, procedures, and best practices; Act as a peer mentor / peer lead
  • Drive innovation and process improvement within Workforce Management
  • Compare Key Performance Metrics (KPI's) on a daily, intra - daily, weekly, monthly, and annual basis understanding root cause of variation
  • Monitor volume, AHT, and staffing trends to forecast, ensuring understanding of variation, working to solve for staffing gaps whether in planning process or intra - day management
  • Perform ad hoc reporting and analysis as needed to improve overall performance of the call center, and enable strong understanding of the business

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 higher)
  • Some Contact center experience
  • 1+ years of process improvement, workflow, benchmarking and / or evaluation processes
  • 1+ years of operational and / or procedural aspects of a call center
  • Ability to work an 8 hour shift, Monday - Friday; between 7:00 am and 6:00pm; with some weekends and holidays on a rotation basis
  • Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained.

Preferred Qualifications:

  • Bachelor's Degree (or higher)
  • Hands on experience with IVRs, PBXs, ACDs, call center planning, routers or routing software, CMS modifications and vendor scripting
  • Experience working with GENSYS

UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us. You can learn more about all we are doing to fight COVID-19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 10 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near - obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, Military families and Veterans wherever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.SM

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.

Keywords: Bloomington , Eden Prairie, Minneapolis, Minnetonka, MN; Workforce; UHG; Call Center, Tech, hiring immediately, #rpo

Keywords: UnitedHealth Group Inc., Minnetonka , NOC Workforce Analyst - Minnetonka, MN, Other , Minnetonka, Minnesota

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