Call Center Traffic Workforce Manager
UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.
Primary Responsibilities:
- Managing the day-to-day operation of the Workforce Management Real time adherence team
- Maintain service levels while keeping overtime costs to a minimum
- Create policies and procedures to standardize specific Workforce management functions
- Provide support to other members of management, as needed.
- Co-Lead workforce forecasting, scheduling, and load balancing for call activities at site, optimizing service, and quality levels while ensuring most efficient use of resources.
- Develop, implement, maintain, and communicate the site work schedule
- Develop and maintain schedule for all transaction based work (e.g., calls, correspondence, training, meetings, etc.)
- Analyze call volume patterns to manage work shifts, lunches, and breaks
- Adjust workforce requirements based on changing/dynamic forecasts; reforecast when necessary
- Collaborate with supervisors to identify and track both planned and unplanned absences
- Ensure schedules are generated on a regular basis that coincide with the forecast
- Manage and analyze operational and workforce data to review and reforecast requirements
- Generate forecasts on an intra-daily, daily, weekly, monthly, and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and recommending solutions
- Identify call volume trends and averages on a monthly and quarterly/seasonal (when necessary) basis
- Capture, store, and report on historical statistics (e.g., ACD)
- Establish and maintain communication channels regarding events that impact call volumes
- Collaborate with key business partners and staff to identify opportunities for improvement of resource utilization and service levels
- Advise Managers and Supervisors regarding balancing work volume
- Advise Site Director/Manager regarding forecasting/planning based on actual experience and trend analyses
- Partner with staff and leadership (e.g., Site Directors, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis of reports (e.g., consolidate queues, change phone hours)
- Partner with Technology to identify business opportunities based on analysis of reports (e.g., consolidate queues, change phone hours)
- Analyze, develop action plan, and resolve service delivery and/or service level issues
- Create and produce regular reports on historical data and forecasting results
- Generate regular reports to the management team on staff adherence to schedule
- Manage all scheduling-related communications to the site
- Create and maintain real time, historic and custom reports (e.g., CMS)
- Manage administration of workforce scheduling area
- Develop and maintain business continuation/disaster recovery plans for site as it relates to call routing.
- Manage workforce Real-time Supervisors
- Recruit and hire workforce analysts
- Manage the team to obtain desired performance
- Provide formal and informal performance feedback on an ongoing basis
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.
Requirements:
- 3+ years CMS (Call Management System) experience; use of Avaya Products highly preferred
- 3+ years Workforce Management tools experience; usage of IEX TotalView highly preferred (other WFM tools such as Blue Pumpkin or Aspect are acceptable)
- Workforce for Backoffice functions experience
- 1+ year of Project Management experience
- 1+ year Process Improvement experience
- 2+ years previous Supervisory experience
- High School Diploma/GED with 5+ years of relevant experience OR Bachelor's Degree required
- Hours are 8:00-5:00 M-F however position will require some weekend and holidays
Assets:
- Medical claim processing (e.g., least, somewhat and most complex) or customer service/claim experience (e.g., simple or complex) desired, but not required.
- Six Sigma is highly preferred
- HR Policies and Procedures experience strongly preferred
Soft Skills:
- Strong interpersonal skills at both individual and team level.
- Written and verbal communication skills
- Adaptable and able to move with change while maintaining a positive attitude
Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V
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.