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Job Details
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. Primary Responsibilities:
- Analyzes and investigates
- Provides explanations and interpretations within area of expertise
- Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations and leadership reports (e.g., call volumes, intra-day patterns, root cause analysis)
- Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences (e.g., agents, management)
- Communicate findings of data analyses and recommendations to appropriate stakeholders (e.g., presentations)
- Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, NOC, Planning/ Forecasting)
- 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
- Undergraduate degree or equivalent experience
- At least 2 years of experience as Workforce Scheduler
- Intermediate to Advance Excel, Access, Excel dashboarding experience
- Experience in developing dashboards, visualizations and understandable reports for the business
- Experience working in the BPO/Contact Center Industry
- Proficient in using SQL, OBIEE, Tableau, Power BI, Python
- Can manage huge amounts of data in Excel and use SQL in pulling queries from these Excel files
- Demonstrate understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence)
- Proven good analytical skills with experience collecting, organizing, analyzing, and disseminating abundant information with accuracy
- Proven excellent communication, collaboration, time/project management, problem solving, organizational, and analytical skills
About the Company
UnitedHealth Group
Minnetonka, MN, United States
UnitedHealth Group is a health care and well-being company that’s dedicated to improving the health outcomes of millions worldwide. We are... Read more