Workforce Analyst - Scheduler - Remote

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us and start doing your life's best work.(sm)

You’ll enjoy the flexibility to work remotely* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Successful scheduling and intra-day management of Contact Centers, with a focus on results
• Creating, Maintaining, and Updating Schedules with Workforce Management Tools
• 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
• 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
  

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Please review the required qualifications as posted below. To be eligible to apply and be reviewed for the position, the candidate must meet or exceed all posted required qualifications listed . We value your time and interest in this position and thank you again for taking the time to review the job posting Required Qualifications:

• 2-year college graduate / Associates Degree or higher, or equivalent work experience
• 1+ years of experience working as a Workforce / Forecasting Representative
• Operational knowledge of call centers
• Use of Call Center Agent Scheduling Software
• Use of ACD Call Software Tools
  

Preferred Qualifications:

• Experience with Genesys / OMNI, Intradiem, LivePerson, and IEX
• Experience with Implementing and Writing SQL
• Solid understanding of Excel and Access with experience in creating ad hoc reports
• Demonstrated ability to build Data Driven Reports with use of Pivot Tables
• Proven adaptable and able to move with change while maintaining a positive attitude
• Proven good analytical & reporting skills
  

Careers with UnitedHealthcare. Work with a Fortune 5 organization that’s serving millions of people as we transform health care with bold ideas. Bring your energy for driving change for the better. Help us improve health access and outcomes for everyone, as we work to advance health equity, connecting people with the care they need to feel their best. As an industry leader, our commitment to improving lives is second to none.

California, Colorado, Connecticut, Nevada, New York, Rhode Island, or Washington Residents Only: The hourly range for California, Colorado, Connecticut, Nevada, New York, Rhode Island or Washington residents is $22.45 to $43.89. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.




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.