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  • Indianapolis, IN

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Traffic / Workforce Representative - Indianapolis, IN

UnitedHealth Group • Indianapolis, IN

Posted 9 days ago

Job Snapshot

Full-Time
Healthcare - Health Services
Customer Service

Job Competition

2

Applicants

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Job Description

 
Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our health care system. It's dramatic. It's positive. And it's being led by companies like UnitedHealth Group. Here's where you come in. With the goal of ensuring the highest quality of operations and services, you'll be responsible for all scheduling, call volume monitoring and adjustments. You'll help determine and communicate work schedules and assign resources for various call queues and interface with site leaders to ensure adequate staff, contingency plans and workflow monitoring. This is no small opportunity. 
This role is equally challenging and rewarding. You'll need to ensure consistent methodologies are followed to maintain quality and support the preparation of ad hoc analysis that enables strong understanding of the business. You'll be responsible to analyze reports to ensure achievement of all metrics are being met.  
Primary Responsibilities:
  • Use workforce management software and call volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments
  • Utilize call center tools to observe agents' actual state compared to 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
  • Responsible for facilitating meetings with management
  • Extensive work experience within own function
  • Work independently
  • May act as a resource for others
  • May coordinate others' activities

Required Qualifications:
  • High School Diploma/GED or higher
  • Experience in a fast pace office environment
  • Intermediate level of experience with MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.) and MS Word (create, copy, and paste.)
  • Able to work extended hours, Saturdays, and weeknights seasonally
Preferred Qualifications:
  • 2+ years' experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis and/or Blue Pumpkin
  • Bachelor's degree or higher
  • Workforce management experience
Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.SM

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.
Keywords: Traffic, Workforce, Representative, Indianapolis, IN
Job ID: 2551_799892
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