Senior Traffic Workforce Representative - Multiple Locations - Full-time / Part-time

• Ensure that call center resources are scheduled and utilized to provide optimum service levels in all skill groups
• Identify and coordinate training needs as well as the dates and times for the training
• Coordinate with local leadership teams to schedule offline activities to balance SVL's while also ensuring that local and national priorities are met
• Analysis for scheduling and call volume data to manage the SVL in a complex environment.
• Manage realignment, mini bids and shift bids
• Provide weekly plan to workforce leader and operations team to identify the opportunities and challenges of the coming week
• Provide clear and concise trending and statistical reporting
• Expert in Monet scheduling software and its maintenance
• Maintaining time off allotments
• Coordinating FMLA and other off the phone exceptions to ensure that standards are met or otherwise communicated
• Maintenance of data integrity in all workforce systems
• New Hire presentations reviewing call center processes and procedures including but not limited to requesting time off, and Monet Anywhere
• Responsible for the maintenance of seating utilization in a multi partner environment
• Work closely with the Workforce manager on staffing suggestions and the timing of those suggestions
• Expert proficiency in Microsoft Access and Microsoft Excel
• Background in data analysis and reporting preferred
• Proven ability to develop quality ad hoc reports and analyses with minimal direction
• Excellent problem-solving and decision-making skills
• Excellent cross-group collaboration skills and the ability to influence stakeholders

• High School Diploma or GED required


• Proficiency with MS Word and Excel required


• 2+ years of experience with IEX required


• 2+ years of experience with workforce systems in general required (i.e. WFM, Blue Pumpkin, Genesis)


• 2+ years of experience working within a call center required

• Previous experience working in a multi-site environment
  


• CMS experience
  


• Bachelor's Degree
  


• Previous experience with call routing
  

OptumRx is part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system.

If you're ready to talk about groundbreaking interactions, let's talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let's talk about smart, motivated teams. Let's talk about more effective and affordable health care solutions. This is caring. This is great chemistry. This is the way to make a difference. We're doing all this, and more, through a greater dedication to our shared values of integrity, compassion, relationships, innovation and performance.

OptumRx is an empowering place for people with the flexibility to help create change. Innovation is part of the job description. And passion for improving the lives of our customers is a motivating factor in everything we do. In the largest and most personal sense, your impact can be greater than even you thought at OptumRx.

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.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.