Senior Workforce Manager - IEX - UnitedHealth Group - Phoenix, AZ

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The Senior Workforce Analyst is responsible for all 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. Analyzes and reports on staffing, performance and trends. Acts as the liaison between the technical teams to investigate and submit requests and test changes to our systems. Identifies opportunities to improve operations and collaborates with business leads. Trains new hires on and troubleshoots issues related to phone technology.

Job Summary

The Senior Workforce Analyst is responsible for the day-to-day monitoring and management of the operations related to inbound and outbound calls and collaborating with the business leads to make timely changes as needed. Collaborates with business leads to recommend and perform changes to effectively manage the volume. Performs analysis of current and past performance to forecast future performance and staffing needs. This position is responsible for investigating and implementing new technology or expanding current capabilities and acting as the business subject matter expert and liaison to technology teams.
 
Major Responsibilities

• Scheduling, call volume monitoring and adjusting call flow as required
• Determining and communicating work schedules, resources for various call queues
• Works with leaders to ensure adequate staff, contingency plans and workflow monitoring
• Responsible for monitoring call queues and agent productivity
• Responsible for running and interpreting reports related to call volume, call flow, and agent productivity, attendance, etc.
• Works with leaders to build new and enhance existing technology as our business changes
• Acting as subject matter expert related to phone technology and troubleshooting as necessary

Requirements

• Bachelor's Degree preferred or equivalent work experience

• IEX Totalview experience is required

• Intermediate Microsoft Excel is required

• High School Diploma or GED is required

• Strong analytical and reporting skills are required

• 2+ years planning & forecasting in a production or call center environment is required

• Undergrad degree is preferred

• Intermediate Microsoft Access is preferred

• Transaction related experience is preferred

• CMS / Avaya experience is preferred

• Ability to work independently and with teams within a matrix organization

• Ability to solve complex problems on own; proactively identify new solutions to problems

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.