Job Location: Phoenix, AZ
UnitedHealthcare is a company that’s on the rise. We’re expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn’t about another gadget, it’s about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life’s best work.(sm)
In this position, you will be responsible for assisting in the management of Contact Centers tools and databases. You will work with Workforce Management partners and tool administrators to ensure tool stability, project creation and workflow monitoring. You will be the central point of communication for stability for call operations. Your focus includes pre-planning and execution, provided ad hoc and reoccurring communication updates, and performance cost optimization and delivery. You will maintain and execute on the vision of Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company.
You’ll enjoy the flexibility to work remotely* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
- Maintain workforce management software and tools to provide partners ability to manage intra-day staffing levels and to determine the most effective methods for staffing adjustments
- Create and maintain call center tools that observe agents actual state compared to agents scheduled state, and provide recommendations/actions based on those observations
- Gain an understanding of the technical and business solutions that support is being provided for
- Prepare and maintain reporting databases, dashboards and monthly packages
- Provide training on report, dashboard and package development to team members and management as needed
- Partner with the National Operation Center and Workforce Staff on Workforce Management policies, procedures, and best practices; Act as a peer mentor/peer lead
- Drive innovation and process improvement within Workforce Management
- Perform ad hoc reporting and analysis as needed to improve overall performance of the call center, and enable solid understanding of the business
Demonstrated Skills:
- Experience planning and organizational skills that effectively allocate and manage resources across the site
- Analytical skills, ability to understand seemingly unrelated data points
- Solid technical skills (XML,SQL)
- Solid written and verbal communication
- Solid problem-solving skills that enable quick identification and efficient resolution of issues
- Solid ability to influence/negotiate
- Bias toward action
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:
- 2+ years of SharePoint Designer experience
- 2+ years of Microsoft Access database creation and management experience
- 2+ years of SharePoint Administration
- 2+ years of process improvement, workflow, benchmarking and/or evaluation processes
- 2+ years of operational and/or procedural aspects of a call center
- Ability to create and maintain SharePoint site collections
Preferred Qualifications:
- Undergraduate degree
- 3+ years of experience in service operations center, call center or Workforce Management
- Experience with XML
- Experience with creating SQL queries
- Experience with Tableau
- Experience with Nintex
- Experience with ServiceNow
To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations 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 UnitedHealthcare. Let’s talk about opportunity. Start with a Fortune 5 organization that’s serving more than 85 million people already and building the industry’s singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they’re found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that’s second to none. This is no small opportunity. It’s where you can do your life’s best work.(sm)
Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $66,100 to $118,300. The salary range for Connecticut / Nevada residents is $72,800 to $129,900. 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
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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