Senior Traffic/Workforce Representative

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us and start doing your life's best work.SM 

Schedule: Monday - Friday, flexible 8 hours shift between 8:00am - 6:00pm ET. It may be necessary, given the business need, to work occasional overtime or weekends.

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. 

Primary Responsibilities:

• Use workforce management software and call volume history to 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 agents 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: optimized schedules, forecasts and other tools and present them to management
• Prepare and maintain reports, dashboards, and monthly packages
• Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
• Analyze and implement workforce planning initiatives to optimize and scale evolving workforce with short and long-range plans
• Collaborate with business leaders, finance, and other stakeholders to review existing and future workforce needs and ensure alignment with business objectives
• Evaluate workforce metrics to provide data driven insights for business scenario planning
• Deliver value through actionable insights addressing operation workforce risks and opportunities
• Support the preparation of ad hoc analysis that enables strong understanding of the business Provide training on report, dashboard and package development to team members and management as needed
• Must display a positive team-oriented attitude
• Must be able to provide constructive feedback documenting cause and effect
• Must be able to provide team coverage for planned PTO, unplanned PTO, and times of increased work volume
• Must be visible, vocal, and lead by example
• Must display support of Our United Culture: Integrity Compassion Relationships Innovation Performance
• Extensive work experience, possibly in multiple functions
• Work does not usually require established procedures
• Work independently
• Mentor others
• Act as a resource for others
• Coordinate others' activities
• Facilitate meetings with management
• This role is Remote Nationwide

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) OR 5 years of experience in Workforce management
• 2 years of experience in Workforce management
• Advanced proficiency with Microsoft Excel (i.e. creating spreadsheets, v - lookups, pivot tables, etc.) and Microsoft Word (create, copy, and paste documents)
• Ability to work in between the hours of 8am - 6pm (EST with some flexibility) Monday through Friday with the ability to work extended hours, Saturdays and weeknights as needed

Preferred Qualifications:

• Bachelor's Degree (or higher)
• 2 years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis and / or Blue Pumpkin

Soft Skills:

• Experience in a fast-paced office environment
• Excellent organizational and time management skills
• Must display a positive team-oriented attitude
• Must be able to provide constructive feedback documenting cause and effect
• Must be able to provide team coverage for planned PTO, unplanned PTO, and times of increased work volume
• Must be visible, vocal, and lead by example
• Must display support of Our United Culture: Integrity Compassion Relationships Innovation Performance

Telecommuting Requirements:

• Have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)
• Live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

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. Work with a Fortune 5 organization that's serving millions of people as we transform health care with bold ideas. Bring your energy for driving change for the better. Help us improve health access and outcomes for everyone, as we work to advance health equity, connecting people with the care they need to feel their best. As an industry leader, our commitment to improving lives is second to none. 

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy. 

California, Colorado, Connecticut, Nevada, New York City, or Washington Residents Only: The hourly range for California, Colorado, Connecticut, Nevada, Washington or New York City residents is $27.07 to $53.08. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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. 

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