Associate Workforce Call Center Analyst - Roanoke, VA - Full-time / Part-time

We'll put you in the driver's seat on vital projects that have strategic importance to our mission of helping people lead healthier lives. Yes, we share a mission that inspires. We need your organizational talents and business discipline to help fuel ours. It's the opportunity to do your life's best work.(sm)
 
Primary Responsibilities:


Responsible for the successful scheduling and intra-day management of Contact Centers, with a focus on results
Work with Site leadership focusing on pre-planning and execution, driving to meet customer commitments while maintaining a high level of efficiency, reducing variation, and focusing on cost optimization
Maintain and execute on the Workforce Vision of 'Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company'
Participate as team member or subject matter expert on projects and change initiatives
Compare Key Performance Metrics (KPI’s) on a daily, intra-daily, weekly, monthly, and annual basis understanding root cause of variation
Monitor staff adherence to work schedule, improving agent availability to the customer, and working with Site Leadership to manage outliers where necessary
Monitor volume, Average Handle Time (AHT), and staffing trends to forecast, ensuring understanding of variation, working to solve for staffing gaps whether in planning process or intra-day management
Create and maintain real, historical and custom reports (e.g., CMS)
Serve as the site forecasting resource, providing data and feedback to National Forecasting Team, to improve overall forecasting accuracy
Perform Ad Hoc Reporting as needed to improve overall performance of the call center, understanding drivers
Run and develop reports and templates as needed
Adjust workforce requirements based on changing / dynamic forecasts

Required Qualifications:



1+ year of experience working in a call center or other operations environment, preferably in a Workforce setting

Operational knowledge of call centers

General understanding of call center systems telecom hardware

Understanding of call software tools and programming requirements

Adaptable and able to move with change while maintaining a positive attitude

Good Analytical Skills
Preferred Qualifications:


2-year college graduate / Associates Degree or higher

Strong understanding of Excel and Access with experience in creating ad hoc reports

Experience with PBX, ACD and IVR systems

Experience with CMS modifications, vector scripting and IEX

Experience with a team that includes outbound agents
Careers 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.
  
Job Keywords: workforce, analyst, analysis, call centers, telecom, programming, Excel, Access, healthcare, Roanoke, Virgina, VA
 
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