Vacancy expired!
- 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, weather, troubleshooting of misrouted calls)
- Ensure proper 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
- Develop work schedules based on identified business needs
- Strategically evaluate 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)
- Collaborate with Operations to identify issues that impact staffing levels (e.g., call drivers, business continuity events, off-line activities, AHT trends)
- 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)
- Optimize scheduling in real time, as needed (e.g., queuing, breaks, unplanned PTO)
- Manage skill priorities/availability (e.g., level-swapping, skill management)
- Ensure open lines of communications with the Operations team to enable real-time scheduling updates (e.g., based on current availability parameters)
- Demonstrate understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence)
- Perform real-time analyses of performance data and respond appropriately (e.g., monitor intra-day activities, adjust schedules, perform trend analyses)
- Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, root cause analysis)
- Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence) to applicable audiences (e.g., agents, management)
- Communicate findings of data analyses and recommendations to appropriate stakeholders (e.g., presentations)
- Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, NOC, Planning/ Forecasting)
- Utilize applicable technology to monitor applicable performance metrics (e.g., Genesys, IEX TotalView,)
- Provide feedback to applicable partners on needed technology process improvements to enhance Workforce Management performance (e.g., IEX Admin, Operations, NOC)
- /Request site structures and changes within IEX, as needed (e.g., CTs, MUs, BUs)
- Educate others on the proper use of workforce management technology (e.g., new-hire training, re training)
- Serve as a liaison with applicable technology teams to escalate system/technology problems and issues
- Update/maintain systems as needed to meet emerging business needs (e.g. Avaya, TRIO, MSF/Genesys)
- Provide comprehensive level of stakeholder communication that includes understanding business objectives and acting as a liaison between their segment ownership and other teams, including workforce execution and planning.
- Track and communicate risks and opportunities to optimize the business and propose solutions.
- Advance relationships with stakeholders to influence direction as a trusted advisor and workforce consultant.
- Maintain effective back up plan and cross training and team understanding of segment ownership.
- Set direction and proactively initiate process improvements to protect and optimize the business
- Document segment processes.
- Provide training/coaching to applicable teams and stakeholders (e.g., Training, Operations) on a variety of performance issues, result variation to plan (e.g., AHT improvements, schedule adherence)
- 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)
- Educate others and provide recommendations on the use and interpretation of performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence, occupancy)
- Perform staffing analysis based on forecasted call volumes and resource needs to drive future business planning
- Collaborate with other groups to identify future staffing needs (e.g., Training, Operations, Forecasting)
- Collaborate with applicable stakeholders to ensure that financial goals are achieved (e.g., Finance, vendor sites)
- High School Diploma / GED (or higher)
- 3+ years of experience with workforce systems such as Avaya, CMS, Genesys, Verient IEX, eWFM, and/or Blue Pumpkin
- 2+ years of experience working in a call/contact center
- 3+ years of intermediate level of experience with Microsoft Excel (i.e. creating spreadsheets, v-lookups, pivot tables, formulas, etc.)
- 2+ years of intermediate level of experience with Microsoft Word (create & edit).
- 2+ years of Workforce Management experience
- Ability to work a flexible schedule, including weekends
- Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
- You will be asked to perform this role in an office setting or other company location, however, may be required to work from home temporarily due to space limitations
- If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
- Bachelor's Degree (or higher)
- IEX experience or experience maintaining an IEX environment
- Experience with change management
- Works independently
- Demonstrates a depth and breadth of knowledge/skills in own area. Able to apply outside of own function
- Acts as a resource for and mentors others
Vacancy expired!