Senior Contact Center Business Analyst – 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 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.

 

Our Optum State Government Solution team (OSGS) works with and supports State government healthcare programs and initiatives across the county.  This is a growing business unit within Optum which has led to this position becoming available.

As a Contact Center Senior Contact Center Business Analyst on the OSGS team, you will be responsible for daily, weekly, monthly, and annual reporting as well as help optimize, standardize, and automate business processes in support of contact center operations.

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

Primary Responsibilities:

• Prepare daily, weekly, monthly, and annual contact center reports in Excel and other tools for delivery to our client
• Become a subject matter expert on the contact center data using NICE InContact CXone for the purposes of creating new report and/or adhoc reports
• Support the Account Executive and the operations team by analyzing data and troubleshooting processes using data to understand opportunities for improvements and to measure outcomes of changes to processes
• Listen to recording calls to identify opportunities for improvement both with internal processes and for improved patient experiences
• Assist the operations team with finding the appropriate reports to meet their needs and to answer questions to solve problems
• Collaborate with the contact center workforce management team to assist them with report development and researching opportunities for improvement through use of data
• Document the contact center reports and data for the purposes of business continuity and the training of new team members
• Work with the quality assurance and training teams to help identify top errors and make recommendations on how to measure training and quality assurance efforts to ensure they are successful
• Assist the team with creating staffing models based on historical data for new projects or lines of business

 

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:

• 5+ years of experience with Microsoft Excel as an intermediate to expert user
• 5+ years of experience in contact center leadership or analytics roles such as a Contact Center Analyst, Contact Center Manager, Contact Center Reporting Specialist, Contact Center Workforce Management, Member/Patient Experience Manager, or other contact center leadership or analytics role
• 5+ years of experience of contact center mathematical concepts such as Utilization, Shrinkage, Occupancy, Percentages, Statistically Valid Samples, etc.  
• 5+ years of experience working with contact center data and reporting
• 2+ years working independently and analyzing data
• Proven attention to detail and patience to check your own work for accuracy
• Able to support the Eastern time zone, 8:00 AM to 5:00 PM

 

Preferred Qualifications:

• Experience working to improve customer experience in a contact center environment
• Proven ability to effectively communicate statistics into written or verbal explanations
• Proven ability to take work independently and see data analysis projects through to completion

 

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

 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $89,900 to $160,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.

 

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.

 

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.