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Traffic Workforce Manager - Greensboro, NC
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Greensboro, NC Greensboro, North Carolina |
About this job
Position 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.
Traffic/ Workforce Managers are responsible for all scheduling, call volume monitoring and adjusting. Responsible for determining and communicating work schedules, resources for various call queues. Work with site leaders to ensure adequate staff, contingency plans and workflow monitoring.
Primary Responsibilities:
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.
Traffic/ Workforce Managers are responsible for all scheduling, call volume monitoring and adjusting. Responsible for determining and communicating work schedules, resources for various call queues. Work with site leaders to ensure adequate staff, contingency plans and workflow monitoring.
Primary Responsibilities:
- 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
- Prepare and maintain reports, dashboards and monthly packages.
- Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
- Impact of work is most often at the local level.
Requirements
Requirements:
Take the next step, online at: www.yourlifesbestwork.com
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 17 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?
- Bachelors Degree
- 3+ years of experience working in a service operations center
- 2+ years of experience in Workforce Management
- 2+ years working with Workforce Management tools (IEX, Aspect eWorkforce Management, Blue Pumpkin, Verint)
- Intermediate proficiency with MS Word, Excel, and PowerPoint
- Project Management experience
- Experience with Phone Switch tools (Avaya or IVR)
- Knowledge of IEX TotalView
- Knowledge of Human Resource policies and procedures
Take the next step, online at: www.yourlifesbestwork.com
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 17 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.
Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.
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