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Traffic - Workforce Analyst - Golden Valley, MN - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Golden Valley, MN Golden Valley, Minnesota |
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.SM
The United Support Center (USC) is the IT Service Desk for UnitedHealth Group. The USC team supports more than 100,000 domestic and international employees while operating 24x7 year-round, including all holidays. While taking in excess of 125,000 calls per month the USC offers first level technical support for: 4,000 plus systems and applications, servers, desktop, telephone, and network issues. Additionally, the team also offers support for telecommuter issues, and voice (telephone, voicemail) issues.
The USC's mission is to be the single point of contact for UnitedHealth Group businesses by providing high quality, innovative and cost effective technical support.
Primary Responsibilities:
- Use 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.
- Manage real-time inbound call traffic to help ensure that service levels are met
- Maintain, generate and accurately create analyst's schedules weekly.
- Recommend and communicate staff movement to WF manger and operations management in a timely and affective manner based on daily/weekly call patterns.
- Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
Requirements
Required Qualifications:
- Associate's Degree OR High School Diploma/GED with 1 year of equivalent experience
- 2+ years of workforce management experience (i.e. responsible for call volume monitoring and adjusting, communicating work schedule changes, etc)
- 2+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, and/or Blue Pumpkin
- Call Center Operations experience
- Microsoft Excel experience with ability to create formulas, pivot tables, graphs
- Must be able to work a shift of Monday – Friday 8:30am to 5:00pm
Preferred Qualifications:
- Bachelor's Degree
- Analytics experience
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.
Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.SM
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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