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Job Description
- Manage staffing levels to meet business needs on a day - to - day basis
- Create shift schedules in WFM system
- Ensure proper daily staffing levels to meet established metrics (e.g., performance guarantees, hours of operation, voluntary time unpaid, mandatory overtime), utilizing applicable action steps / playbooks
- 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.)
- Manage bidding processes (e.g., PTO bidding, shift bidding.)
- Ensure real - time schedule adherence and skill priorities
- Ensure that employee schedules are kept up to date in NICE IEX, reflecting all daily events, vacations, absences, etc.
- 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)
- Monitor / analyze workforce metrics / data
- Run daily reports, communicate results, and back up WFM Analysts
- Produce daily business impacting decisions or recommendations regarding staffing.
- Partner with stakeholders when new agents will come onboard and create schedules based on forecast requirements
- 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 (Maintenance and configuration to WFM system; activity code creation/maintenance, time off rules, Web Station, etc.) to meet evolving business needs.
- Educate others on the proper use of workforce management technology on an ad hoc basis
- Advise and respond to leaderships questions regarding schedules, queues, conditions, or other general aspects of WFM, provide training to new hires or other agents on WFM processes
- High school education or equivalent experience.
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- 10th and Above / High school diploma/GED
- 1yr+ WFM experience
- 1yr+ experience with workforce systems such as NICE IEX, Pure Connect, Avaya
- 1yr+ experience working in a call center
- Ability to work in a fast paced environment and make decisions
- Proficient with MS Excel and Word (i.e. creating spreadsheets, v-lookups, pivot tables, SQL, etc)
- Ability to work a flexible schedule, including weekends or on-call support
Already Fortune 6, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, were doing a lot of good.
Through our family of businesses and a lot of inspired individuals, were building a high-performance health care system that works better for more people in more ways than ever. Now were looking to reinforce our team with people who are decisive, brilliant - and built for speed.
Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.
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.
Skills
SchedulingStaffingWorkforce ManagementIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
Optum, a leading health services and innovation company, offers a broad spectrum of opportunities for professionals seeking to advance their careers in the healthcare industry. With a focus on improving the healthcare system and helping people live healthier lives, Optum careers present a unique blend of technology, health services, and operational expertise. Optum's commitment to innovation and its global reach provide a dynamic platform for individuals pursuing an Optum career, enabling them to contribute to transforming healthcare through cutting-edge solutions and services.
At the heart of Optum's mission is a diverse and inclusive workforce dedicated to addressing complex health challenges. Optum careers offer paths in areas such as data analytics, technology development, consulting, pharmacy care services, and healthcare operations. Each Optum career path is designed to leverage the talents of its employees, fostering an environment of continuous learning and professional growth.
Optum's global presence means that Optum careers span a wide range of geographical locations, allowing professionals to work in diverse settings and cultures. This international footprint enriches the Optum career experience, providing a broader perspective on healthcare innovation and best practices worldwide.
For those interested in pursuing an Optum career, the company regularly posts job openings across various disciplines, emphasizing the importance of meaningful work that contributes to the broader goal of enhancing health outcomes. Optum careers are not just jobs; they are opportunities to make a significant impact in one of the most vital sectors of our society.
Optum also values the development of its employees, offering robust training programs, mentorship opportunities, and the chance to work on transformative projects. An Optum career means being at the forefront of healthcare, where one can genuinely make a difference in the lives of millions.
Important dates & deadlines?
Application Deadline
05 Oct 24, 01:29 PM IST
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