Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

Training will be conducted virtually from your home. This position is full-time (40 hours/week) Monday - Friday. Employees are required to work our normal business hours of 6:00am – 9:00pm. It may be necessary, given the business need, to work occasional overtime or weekends.

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

Primary Responsibilities:

• Manage staffing levels to meet business needs on a day - to - day basis
• Ensure proper daily staffing levels to meet contractual obligations and established metrics (e.g., performance guarantees, hours of operation, voluntary time unpaid, mandatory overtime), utilizing applicable action steps / playbooks
• Forecast short term call volumes and resource needs based on historical data / metrics and current trends (e.g., seasonal variations, upcoming Group Events, upcoming trainings, etc.)
• Demonstrate understanding of applicable business strategies, goals, and processes as they relate to workforce management
• Demonstrate understanding of call routing processes and skill designs (e.g., holiday hours, emergencies, multi - skilling, multi - channel work requirements, etc.)
• Assist Senior Traffic Analyst and WFM Manager with strategically evaluating staffing levels across sites to achieve an optimal balance of efficiency, service and expense (e.g., identify opportunities to offset costs, budget planning / controls.)
• Manage bidding processes (e.g., PTO bidding, shift bidding.)
• Provide data relevant to Operations to identify issues that impact staffing levels (e.g., call drivers, business continuity
• Ensure real - time schedule adherence and skill priorities
• Ensure that employee schedules are kept up to date in eWFM, reflecting all daily segments, vacations, absences, etc. Assist Contact Center staff with segment entry as needed.
• Deploy / redeploy resources in real time to meet current business levels / needs (e.g., re - skilling, real - time skill management)
• Monitor attendance / schedule adherence, and take action as needed (e.g., update schedules, realign resources, notify Contact Center management of upcoming issues)
• Optimize scheduling in real time, as needed (e.g., task work, breaks, same - day PTO)
• Suggest changes to skill priorities / availability (e.g., skill management, presence, etc.)
• Monitor / analyze workforce metrics / data
• Run daily reports, communicate results, and back up WFM Analysts
• Demonstrate understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, abandon rates, adherence)
• Assist with historical data analyses of performance data to identify trends / patterns, and make appropriate recommendations (e.g., call volumes, intra - day patterns, root cause analysis)
• Utilize / support workforce management technology
• Assist in the on - going evaluation of WFM policies, procedures and efficiencies to help improve functioning and day to day operations
• Educate others on the proper use of workforce management technology on an ad hoc basis
• Develop and maintain knowledge of emerging trends in WFM generally, and the call center in specific
• Advise and respond to leadership's questions regarding schedules, queues, conditions, or other general aspects of WFM, provide training to new hires or other agents on WFM processes
• Provide Advice / Consulting on Performance Issues
• Provide training / coaching to applicable teams and stakeholders (e.g., Leads, Operations Analysts) on a variety of performance issues (e.g., AHT improvements)
• Provide reports / analytics to other teams as needed
• Identify and communicate issues that may affect call volume fluctuations and overall call center performance to applicable stakeholders (e.g., NOC, business leadership)
• Perform short term staffing analysis based on forecasted call volumes and resource needs to drive future business planning
• Assist in strategic planning to identify future Workforce Management needs (e.g., site growth, new client / membership assignment)
• Collaborate with other business segments to identify future staffing needs (e.g., Training, Human Capital, Operations, Forecasting)
• Collaborate with applicable stakeholders to ensure that financial goals are achieved (e.g., Finance, vendor sites)

What are the reasons to consider working for UnitedHealth Group? Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
• More information can be downloaded at: http://uhg.hr/uhgbenefits

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.

Required Qualifications:

• High School Diploma / GED (or higher) or 2+ years' experience in a professional environment
• 2+ years of working in a customer service environment, complex databases or similar reporting systems
• Intermediate Proficiency in Microsoft Office using Microsoft Word & Microsoft Excel (ability to save, create, and edit documents and spreadsheets)
• Ability to work from an 8-hour shift between the hours of 6:00am-9:00pm CST, 7 days a week
• Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation.

Telecommuting Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Preferred Qualifications:

• National Career Readiness Certificate
• Knowledge of WFM software (IEX, eWFM, Blue Pumpkin, etc)
• Knowledge of phone systems (Nortel, Cisco, Avaya, Mitel, etc)
• Lean / Six Sigma training
• Working knowledge of call center processes and metrics
• Ability to understand Process Flows and Event Trees

Soft Skills:

• Excellent teamwork skills and the ability to work with employees at all levels of the organization
• Excellent oral and written communication skills
• Demonstrated ability to work independently
• Proven organizational skills, project and time management, as well as follow through and attention to detail
• Demonstrated ability to forecast and allocate resources based on short and long term needs

To protect the health and safety of our workforce, patients, and communities we serve, UnitedHealth Group and its affiliate companies now require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state, and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health - related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $18.17 to $32.26. The salary range for Connecticut / Nevada residents is $20.00 to $35.53. 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

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.

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