Supervisor Traffic / Workforce - Remote

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Posted 3 days ago United States $53k - 95k (US Dollars)
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Job Description

Welcome to one of the toughest and most fulfilling ways to help people, including you. 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 Supervisor 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.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to work our normal business hours of 8:00am - 5:00pm. It may be necessary, given the business need, to work occasional overtime or weekends.

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

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
  • The Supervisor of Workforce Management will deliver transformational change in all aspects of workforce management.
  • The focus of this role will largely surround the scheduling and real-time management leadership and processes for the organization.
  • This role is critical to ongoing operations, which currently includes multi-sites and locations. Candidates must have sizeable and suitable Contact Center experience as well as leadership experience in order to deliver on key responsibilities.
  • Experience with change management and six sigma theories will be considered an asset.
  • Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit.
  • Impact of work is most often at the team level

Required Qualifications:

  • High School Diploma / GED (or higher)
  • 3+ years of experience with workforce systems such as Avaya, CMS, IEX, and Genesis,
  • 2+ years of workforce management experience (i.e. responsible for scheduling, call volume monitoring and adjusting, determining and communicating work schedules and resources for call queues, consulting with call operations, etc)
  • Proficient working with Microsoft Excel creating pivot tables, analyzing data, and reporting
  • Ability to work a flexible schedule, including weekends
  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
  • Ability to keep all company sensitive documents secure (if applicable)
  • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
  • 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

Preferred Qualifications:

  • Bachelor's Degree (or higher)
  • Prior leadership experience having direct reports

UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90% of our non - clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us. You can learn more about all we are doing to fight COVID-19 and support impacted communities 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

Colorado Residents Only: The salary range for Colorado residents is $53300 to $95100. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, In addition to your salary, UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance.

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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