Workforce Representative Associate – National Remote

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. 

Shift: Monday-Friday 7:00am-3:30pm EST

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

Primary Responsibilities: 

• Real-time monitoring of call volume and work queues 
• Identifying performance impacting events and instituting best practices for remediation 
• The processing and approval of schedule exceptions, including vacation requests, based on forecasted requirements 
• Oversees operational forecasts that support long term strategic staffing, mid-term scheduling and capacity plans, and intra-day tactical scheduling and alignment 
• Overseeing the accuracy of staffing simulation models utilizing algorithmic forecasting models so that service objectives are aligned with actual capacity while identifying efficiency opportunities 
• Coordinates the maintenance and republishing of updates to agent schedules 
• Aligns WFM Planning and operations leadership on collecting and analyzing business drivers to determine staff performance objectives and define and achieve consistent business objectives 
• Collaborates with business leaders on reviewing historical workload and staff performance data and provides forecasts that are achievable and aligned with business objectives 
• Intra-day load balancing of inbound and outbound workloads 
• Support training operational supervisors on real-time tools and reports 
• Review and update practices for remediation of performance impacting events in partnership with operations leadership 
• Report, track, and update agent attendance performance 

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: 

• 1+ years of experience with telephony platform (i.e. Five9, CXOne, Avaya etc.)
• 1+ years of experience with contact scheduling software (i.e. Verint, IEX, CXONE etc.)
• Proficient in MS Excel 

Preferred Qualifications: 

• 3+ years of experience with telephony platform (i.e. Five9, CXOne, Avaya etc.)
• 3+ years of experience with contact scheduling software (i.e. Verint, IEX, CXONE etc.)
• Expert in MS Excel 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy. 

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C. Residents Only: The hourly range for this role is $16.54 to $32.55 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.  

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. 

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission. 

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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