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National Operations Analyst - Minnetonka, MN

Company: UnitedHealth Group
Location: Minnetonka
Posted on: June 22, 2022

Job Description:

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)
Primary Responsibilities:
Real Time - 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 Key Performance Metrics (AHT, Service Level, Minimums) are met
Prepare and maintain reports and dashboards
Perform ad hoc reporting and analysis as needed to improve overall performance of the call center, and enable strong understanding of the business

Technology Act as the voice of the contact centers during technical issues, responsible for reporting technology issues and impacts on advocates and members
Drive innovation and process improvement
Champion new changes and strategies within the National Operations Center and Business

EMT/Weather - Monitors global weather for impacts to contact centers
Champions Business Continuity Plans in partnership with business
Adjusts call center traffic based on Business Continuity Plans

General Provide training to team members and management as needed
Act as a peer mentor / peer lead
Participate in National Operations Center Projects

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:
Some college or equivalent experience
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
Limited hybrid considerations of 1-2 days per week may be available once training is complete and proven performance is assessed by manager
Full COVID-19 vaccination is an essential requirement of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance
Preferred Qualifications:
1+ years of Contact/Call Center experience (i.e. Omni Channel, etc.)
1+ years of problem solving or critical thinking
Experience working in the food or retail industry
Ability to multitask and prioritize
Ability to work independently and in a team atmosphere
Solid and professional communication skills (Verbal and Written)

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 5 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 where ever 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: UnitedHealth Group, Minnetonka , National Operations Analyst - Minnetonka, MN, Professions , Minnetonka, Minnesota

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