Senior Traffic - Workforce Representative - Vincennes IN, Indianapolis IN or Green Bay, WI

Position Description:

The Workforce Representative is responsible for all
scheduling, call volume monitoring and adjusting. Responsible for determining
and communicating work schedules, resources for various call queues.  In
addition to call duties, the Workforce Representative will also be responsible
for back office scheduling, monitoring and adjusting. The Workforce
Representative works with site leaders to ensure adequate staff, contingency
plans and workflow monitoring.

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
• Manage back office inventory, production, workflow ,
  and carryover to maintain time service goals.
• 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
• 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
• Gather and analyze call center and back office data to
  recognize trends and opportunities, communicate concerns/trends with
  manager

• High School Diploma/GED
• 2 + years' experience in Traffic Workforce, including
  back office
• 2 + years' Traffic Workforce experience with IEX
• 1+ year experience working in a call center and/or
  transaction site
• Intermediate level of experience with MS Excel (i.e.
  creating spreadsheets, v-lookups, pivot tables, formulas ,etc) MS Word and
  Power Point 
• Ability to work a flexible schedule

• 
  
  Bachelor's degree
• Workforce Management experience
• SQL experience

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 wherever 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.

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.