Workforce Representative Associate – Multiple Locations

Positions in this function are responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a solid understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial.  This position requires some evening and weekend availability as business needs arise.

Primary Responsibilities:

• Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, T3, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation
• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results
• Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation
• Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis
• Compares results to forecast and identify opportunities for improvement
• Provide daily/intra-day performance reports to leadership
• Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives
• Monitors site to ensure optimal staffing levels
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
• Administers volume contingency action plans as deemed necessary and appropriate
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
• Facilitates real-time discussions with necessary stakeholders
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
• Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests
• Ensures that all reports originating from the department are accurate and reliable
• Helps with the integration and implementation of new call center technologies
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

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: Optum is an Equal Employment Opportunity 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.

Optum is a drug-free workplace. © 2024 Optum Global Solutions (Philippines) Inc. All rights reserved.