Workforce Scheduler – San Juan, PR

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

 

Positions in this function will be responsible for aligning agent/representatives schedules to the future activities intended by UHC to support Vendor staffing to interval level staffing requirements. The Workforce Scheduler will be able to provide explanation and accurate reporting data on actual staffing variance to staffing requirements and actual staffing variance to IDP at any time; and specify the contingencies in place to fill any gap(s).

 

Primary Responsibilities:

• Update Agent schedules as needed based on hiring, terminations, and shift bids
• Maintain Agent schedule optimization two (2) weeks out including break/lunch movement and shift/DOW adjustments and related communication to ensure interval level staffing requirements and staffing expectations of any specific breakout groups are met
• Pull data; evaluate trends and analysis as related to projected and actual data as requested by UHC
• Produce and monitor reports around projected staffing against interval level staffing requirements for breakout views as defined by UHC via the Intraday Plan (IDP) process
• Speak to projected and actual staffing performance against staffing requirements and IDP commitments at any time at an interval/intraday, daily, and weekly level
• Attend UHC WFM Execution staffing meetings and represents the plan to course correct gaps in collaboration with the Workforce Manager and Workforce Coordinator
• Communicate information from Vendor to UHC via Microsoft Teams real-time chat and e-mail
• Other duties may apply

 

ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION

 

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:

• 2+ years Workforce Management experience
• 1+ years of experience in a scheduling role
• Experience in call center setting
• Experience with Microsoft Tools: Microsoft Word (creating memos, writing), Microsoft Outlook (setting calendar appointments, email) and Microsoft Excel (creating/editing spreadsheets, filtering, navigating reports)
• Experience working with NICE IEX WFM or similar WFM scheduling tool
• Ability to work 40 hours / week during standard business operating hours Monday – Friday from 9am – 6pm
• Bilingual Spanish / English
• You will be asked to perform this role in an office setting or other company location

 

Preferred Qualifications:

• Background in reporting and data reconciliation

 

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.

 

 

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

 

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