Senior Traffic/Workforce Representative - Phoenix, AZ

Local Care Delivery is a network of health care providers in local markets whose mission is to help providers deliver the most effective and compassionate care to each patient they serve. Local Care Delivery's primary focus is on doing the right things for patients, physicians, and the community. It uses an innovative service model focused on measuring what matters and increasing efficiency and performance while providing the highest level of customer service. This model allows LCD to make a difference each day by delivering highly personal, customized care management to its patients. 

Analysts in Workforce Management are seen as trusted advisors, whose primary role is to provide critical support for our global portfolio of call operations. Positions in this function conduct performance analysis, monitor call volume and advise schedule adjustments. Responsible for the planning and execution of tactical initiatives for various call queues, analysts work with counterparts in other functional areas to drive positive results. The Workforce Management team partners with executive leadership to ensure appropriate staffing, contingency planning and workflow monitoring across the enterprise. 

Primary Responsibilities: 

• Use workforce management software and related tools manage intra-day staffing levels and to determine the most effective methods for staffing adjustments


• Manage real-time inbound call traffic and agent adherence to help ensure that service levels are met


• Prepare and maintain reports, dashboards and monthly performance updates


• Analyze datasets from multiple sources to conduct root-cause analysis and recommend potential solutions to site leadership


• Provide training on WFM reporting/database tools to business partners as needed


• Extensive work experience, possibly in multiple functions


• Work does not always have established procedures


• Works independently and as part of a team


• Mentors others


• Acts as a resource for others


• Coordinates others' activities

• High school diploma/GED or 10 years of equivalent experience


• Basic MS Office (Word, PowerPoint, Outlook)


• Intermediate Excel (including pivot tables, creating reports, data manipulation)
  


• Ability to work a flexible schedule, including occasional weekends and holidays


• 2+ years of call center operations experience


• 1+ years of Workforce Management experience scheduling, call volume monitoring and adjusting, determining and communicating work schedules and resources for call queues, consulting with call operations, etc);


• 1+ years of WFM systems (IEX, eWFM, Avaya CMS, Reporting Tools, etc.)
  


• Adaptable and able to move with change while maintaining a positive attitude & motivating others


• Available shift for this role will be 10:30am - 7pm Eastern with a Saturday rotation and a flexibility to work extended hours

• Advanced user for MS Excel, including Macros and VBA


• Intermediate Access experience, including SQL and ODBC Queries


• SharePoint experience


• Bachelor's Degree
  
  

• Superior Interpersonal & communication skills (influence without authority); able to establish rapport and relationships with Senior leadership


• Self-motivated, personal accountability for task delivery,  and takes initiative to be proactive


• Strong problem solving skills that enable quick identification and efficient resolution of issues

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity 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.