WFM Business Analyst - Greensboro, NC

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)
 
As a WFM Business Analyst, you will coordinate with Operations, Planning and the Workforce Effectiveness team to identify the WFM tasks which address the needs of the business. You'll partner with the Manila Manager and Analyst to balance the workload and ensure flawless execution of tasks. In this role, you will provide play book direction, audit current tools for areas of improvement and lead weekly staffing reviews. The WFM Business Analyst will also communicate changes in trends and outages to Planning. 
 
Primary Responsibilities:

Coordinate and execute WFM tasks and initiatives
Focus on intraday scheduling 4 - weeks out and maintain Master skill files / CMS scripts
Run and develop templates for reporting
WFM execution workload management
Serve as the site POC for the forecasting team
Monitor key metrics and understand root cause of variation
Analyze and interpret data to identify trends, patterns and opportunities for the business and clients
Communicate analysis and interpretation to appropriate audience
Produce, publish and distribute scheduled and ad-hoc client and operational reports relating to the development and performance of products, processes and technologies
Provide explanations and interpretations within area of expertise
Fill in for Relationship Advocate or Senior Business Advocate as needed

Required Qualifications:

High School Diploma or GED
2+ years of business analytics and / or contact center experience
Intermediate level of proficiency with Excel and PowerPoint
Intermediate level of proficiency with NICE IEX Workforce Management system and Avaya Call Management System (CMS) 
Preferred Qualifications:

2+ years of Workforce Management (WFM) experience
Previous experience with process evaluation and improvement, workflows and benchmarking
Excellent communication, time / project management, problem solving, organizational, and analytical skills
Ability to communicate analysis including trends and opportunities to clients and the business in writing and verbally     
Ability to problem solve including multiple priorities and research conflicting and / or inaccurate data
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: WFM, business analyst, analysis, workforce, management, project management, analytics, high school diploma, GED, Green Bay, WI, Wisconsin