Sr. Workforce Analyst - Houston, TX Telecommute or Phoenix, AZ 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 Workforce Analyst is responsible for the onboarding and training
of new groups to the workforce tools. In addition, the trainer will be
expected to function as a Senior Workforce Representative and handle 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.Positions
in this function are responsible for all training, scheduling, call
volume monitoring and adjusting. Responsible for determining and
communicating work schedules, resources for various call queues. 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 adjustmentsUtilize call center tools to observe agents actual state compared to agents scheduled stateManage real-time inbound call traffic to help ensure that service levels are metOnboard and train new teams on the workforce toolsGain
an understanding of the technical and business solutions: optimized
schedules, forecasts and other tools and present them to managementPrepare and maintain reports, dashboards and monthly packages Gain familiarity with analysis and ensure consistent methodologies are followed to maintain qualitySupport the preparation of ad hoc analysis that enables strong understanding of the businessProvide training on report, dashboard and package development to team members and management as needed Work does not usually require established procedures.Works independentlyMentors othersActs as a resource for othersCoordinates others' activitiesExtensive work experience, possibly in multiple functions

Required Qualifications:
High School diploma/GED2+
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.)1+ year in a training environment managing and deploying a training program of workforce tools 2+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, and/or Blue PumpkinMicrosoft Outlook experience to be able to email and calendaringMicrosoft  Word experience to be able to create documentsMicrosoft
Excel experience to be able to report data. They pull excel data from
the workforce system (IEX). Formula knowledge would be helpful. There is
a need for data manipulation and building graphs and tables.
Preferred Requirements:
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.SM


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.