Supervisor Traffic Workforce - Houston, TX Telecommute

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.The Senior Traffic/Workforce Representatives are responsible for all scheduling, call volume monitoring, and adjusting. They are also responsible for determining and communicating work schedules and resources for various call queues. You will work 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

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

This person will have ten direct reports, and manage a virtual team of full time telecommuters.

Required Qualifications:


High School Diploma/GED

2+ years of workforce management experience (i.e. responsible for scheduling, call volume monitoring and adjusting, determining and communicating work schedules and resources for call queues, consulting with call operations, etc.)

3+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, and/or Blue Pumpkin

Experience with Microsoft Word must be able to create documents

Experience with Microsoft Excel must be able to report data, pull data from Workforce System (IEX), have knowledge of formulas, data manipulation and build graphs and tables

Ability to work a flexible schedule, including weekends

2+ years of Operations experience

3+ years of experience in a Supervisory in a workforce environment
Preferred Qualifications:

Bachelor's Degree
Take the next step, online at: www.yourlifesbestwork.comCareers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 14 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: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and 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.