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Workforce Management Real Time Analyst - Elkridge, MD - Full-time / Part-time
| Hours | Full-time, Part-time |
|---|---|
| Location | Elkridge, MD Elkridge, Maryland |
About this job
Energize
your career with one of Healthcare's fastest growing companies.
You
dream of a great career with a great company – where you can make an impact and
help people. We dream of giving you the
opportunity to do just this. And with
the incredible growth of our business, it's a dream that definitely can come
true. Already one of the world's leading Healthcare companies, UnitedHealth
Group is restlessly pursuing new ways to operate our service centers, improve
our service levels and help people lead healthier lives. We live for the opportunity to make a
difference and right now, we are living it up.
This
opportunity is with one of our most exciting business areas: Optum –a growing
part of our family of companies that make UnitedHealth Group a Fortune 17 leader.
Optum helps nearly 60
million Americans live their lives to the fullest by educating them about their
symptoms, conditions and treatments; helping them to navigate the system,
finance their healthcare needs and stay on track with their health goals. No
other business touches so many lives in such a positive way. And we do it all
with every action focused on our shared values of Integrity, Compassion,
Relationships, Innovation & Performance.
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 Real Time Analyst is responsible for the real-time monitoring of all queues and agent skill sets, and works in conjunction with the Leadership Team to make adjustments to call allocations driven by real-time trends. The Real Time Analyst is responsible for the real-time monitoring of agents, ensuring adherence to their schedules, schedule changes, and the daily exception management of the WFM software. The Real Time Analyst is also responsible for tracking attrition, absenteeism, and unproductive hours
Primary Responsibilities:
- Conduct real-time monitoring of queues and skill sets, and identifying intra-day trends
- Work with the Leadership team to make adjustment to contacts (inbound, outbound, and campaigns) allocations driven by the real-time trends.
- Conduct real-time monitoring of agents through the WFM software and notify support personnel on the floor to resolve adherence issues.
- During low call volume, work with Customer Service management team to offer voluntary time off, or allocate resources to alternative tasks.
- Communicate with remote centers to input all callout data into the WFM software in a timely fashion to ensure intraday is kept up to date for analysts and management team.
- Generate & communicate off phone activity reports, staffing issues, performance measures & call statistics to appropriate members of management.
- Inform leadership of current statistics so decisions can be made regarding OT and off-phone activities.
- Assist with providing historical reporting compilation as required by the campaign.
- Perform other duties as required.
Requirements
- HS Diploma/GED
- 2+ years working in an inbound call/contact center
- Some
experience with WFM software (e.g. IEX Total View, Blue Pumpkin, etc.)
Assets:
- Experience working in a Workforce Management call/contact center
Take the next step, online at: www.yourlifesbestwork.com.
At
Optum, you will perform within an
innovative culture that's focused on transformational change in the Healthcare
system. You will leverage your skills across a diverse and multifaceted
business. And you will make contributions that will have an impact that's
greater than you've ever imagined.
Diversity creates a healthier atmosphere: 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.