[Hiring] Senior Contact Center Workforce Analyst @UnitedHealth Group

Role Description

The purpose of this position is to support the call center’s scheduling, operational future, and real-time management functions, along with providing the same support to departments outside of the call center. The Contact Center Sr. Workforce Analyst is responsible for:

• Producing call volume forecast and staffing requirements
• Tracking and reporting critical performance information
• Developing and maintaining staff work schedules
• Managing real-time schedule exception entry
• Skill assignments and call center service levels
• Mentoring and uptraining workforce analysts
• Educating call center support teams on the functions of WFM and WFM tools

This position requires the ability to perform high-level, in-depth tasks and analysis needed to forecast, plan, and staff the call center appropriately, and to achieve performance goals consistently. The individual in this role will need to have:

• A lot of initiative
• Solid dedication to detail
• The ability to adjust quickly to a changing environment

You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

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.

Qualifications

• Bachelor’s degree or equivalent experience
• 5+ years of experience with forecasting in a contact center environment OR 5 years of experience in operating experience with a Workforce Management System OR 5 years of experience with a contact center reporting system
• Experience using Microsoft Office, PowerPoint, and Excel
• Fluent in both verbal and written English

Requirements

• College degree in Business, Operations Research, Statistics, or related area (preferred)
• Experience using Microsoft Office, PowerPoint, and Excel
• Experience with Calabrio WFM tool
• Experience with Avaya systems
• Crystal report experience
• Experience providing leadership support to contact center staff as well as 1st level supervisors
• Advanced in Excel

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)

Company Description

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.

• OptumCare is an Equal Employment Opportunity employer under applicable law.
• Qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
• OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.