Supervisor Traffic/Workforce - TRICARE - Minnetonka, MN or US Telecommute

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The Senior Workforce Representative is responsible for work assignment, inventory monitoring, and adjusting. They are also responsible for determining and communicating work assignments and resources for various work queues. You will work with site leaders to ensure adequate staff, contingency plans and workflow monitoring.

Primary Responsibilities:

• Use workforce management software and inventory history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments
• Utilize workforce tools to observe agents production compared to forecasted.
• Manage real-time inbound inventory to help ensure that turn-around times are met
• Gain an understanding of the technical and business solutions: optimized schedules/work assignments, 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
• Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit.
• Impact of work is most often at the team level.

Requirements:

• High school diploma/GED
• Core business hours with the ability to work a flexible schedule as business needs require.
• 4+ years of workforce management and inventory control experience (i.e. responsible for scheduling, work assignment, inventory tracking, determining and communicating work schedules as well as defined resources for work queues., etc)
• Ability to consult with operational leadership (preventing solutions, recommending changes and partnering for efficiencies)
• Intermediate level of Microsoft Excel experience (formulas, pivot tables, building forecasts)
• 4+ years experience in Operations in a Workforce or Customer Service Leadership role
• United States Citizenship
• Ability to obtain favorable adjudication following submission of Department of Defense eQuip Form SF86
  

Assets:

• Experience with workforce systems such as PCH, Pega or other workflow optimization tools
• Project Management experience
• Basic in PowerPoint, MS Word and Outlook
• Experience with managing complex reports and presenting the data in a clear and concise format
• Military Experience is a plus

Soft Skills:

• Strong analytical skills
• Excellent written and communication skills

As a requirement of
UnitedHealth Group's contract with the Department of Defense, this position
requires U.S. citizenship and proof of favorable adjudication following
submission of Department of Defense eQuip Form SF86, (the National Agency Check Legal and Credit or
“NACLC”). Successful completion of the NACLC process is a requirement for
continued employment in this role. NACLC processing will be initiated by our
TRICARE Security Officer post-offer, and can take 3-6 months for a final
decision communication from the Department of Defense. Candidates will be
allowed to begin employment with UnitedHealth Group in this role based on an
interim clearance, and final results will be communicated as they are received.
Failure to obtain final NACLC approval will result in termination from this
role.

UnitedHealthcare
Military & Veterans is part of the family of companies that
make UnitedHealth Group one of the leaders across the US health care system.



We serve those who serve our nation, providing quality health care services to
millions of military beneficiaries across the (list region post award).



Our commitment to helping people live healthier lives, and to continue the
honor, satisfaction, and quality of the TRICARE military health benefit program
is greater than ever. Our efforts complement the Military Health System to
demonstrate the best blend of public and private health care solutions.



It's not just business as usual. It is one of our proudest endeavors.



If you're ready to help make health care work better for those who serve our
nation. If you are smart, creative, and committed. If you want to make a
difference. Consider being part of the elite team at UnitedHealth care Military
& Veterans.



This is an opportunity to share in something special; a chance for all of us to
serve, to excel, and to know that we've made a difference for those families
who have made our nation stronger. 

Diversity creates a healthier
atmosphere: 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.