Senior Traffic/Workforce Representative - Eden Prairie, MN or Telecomm

Expiring today

United Health Group
Oct 11, 2016
Oct 27, 2016
Call Centers
Employer Type
Direct Employer
Employment Type
Full Time
Position Description:

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.SM

The Senior Traffic/Workforce Representatives are responsible for all scheduling, call volume monitoring, and adjusting. They are also responsible for determining and communicating work schedules and resources for various call queues. You will work with site leaders to ensure adequate staff, contingency plans and workflow monitoring.

Positions in this function are responsible for all scheduling, call volume monitoring and adjusting. Responsible for determining and communicating work schedules, resources for various call queues. Works with site leaders to ensure adequate staff, contingency plans and workflow monitoring.

Primary Responsibilities

* Use workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments
* Utilize call center tools to observe agents actual state compared to agents scheduled state.
* Manage real-time inbound call traffic to help ensure that service levels are met
* Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
* Prepare and maintain reports, dashboards and monthly packages.
* Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
* Support the preparation of ad hoc analysis that enables strong understanding of the business
* Provide training on report, dashboard and package development to team members and management as needed
* Experience in healthcare is a plus
* Extensive work experience, possibly in multiple functions.
* Work does not usually require established procedures.
* Works independently.
* Mentors others.
* Acts as a resource for others.
* Coordinates others' activities.


* High school diploma/GED
* 2+ years of experience working in a call/contact center
* Knowledge of MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, formulas, etc.)
* Knowledge of MS Word ( creating and updating documents )
* 1+ year as a Senior Business Analyst or Senior Operations Analyst
* 2+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, and/or Blue Pumpkin


* Bachelor's Degree
* 1+ years of Workforce Management experience
* 2+ years of experience working with change management

Take the next step, online at:

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

Diversity creates a healthier atmosphere:UnitedHealth Group is an Equal Employment Opportunity/Affirmative Actionemployer and all qualified applicants will receive consideration for employmentwithout regard to race, color, religion, sex, age, national origin, protectedveteran status, disability status, sexual orientation, gender identity or_expression, marital status, genetic information, or any other characteristicprotected by law.

UnitedHealth Group is a drug-free workplace.Candidates are required to pass a drug test before beginning employment.


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