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Associate Business Analyst - National Ops Center - Minnetonka, MN

UnitedHealth Group

Minnetonka, MN
Job Code:
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Job Details

Associate Business Analyst - National Ops Center - Minnetonka, MN(Job Number:711192)

We'll put you in the driver's seat on vital projects that have strategic importance to our mission of helping people lead healthier lives. Yes, we share a mission that inspires. We need your organizational talents and business discipline to help fuel ours. It's the opportunity to do your life's best work.(sm)


We have an opportunity for an Associate Business Analyst for a role in our National Operations Center in Minnetonka, MN. The schedule for this role will be 9:30 am to 6 pm Central time. One day every two weeks you will need to work until 8pm. Every 8th weekend a Saturday and Sunday 7am  to 3pm  with flex time for 2 days off during the week is required. This group is open holidays so an occasional shift will be required to meet scheduling needs. ‘


In this position, you will be responsible for assisting in the successful scheduling and intra-day management of Contact Centers, with a focus on site level results. You are also responsible for determining and communicating work schedules and resources in support of various call queues. You will work with Workforce Management partners and site leaders to ensure adequate staff, contingency plans and workflow monitoring. You will be the central point for business continuity responsibility for call operations.  Your focus includes pre-planning and execution, provided ad hoc and reoccurring communication updates, and performance cost optimization and delivery. You will maintain and execute on the vision of "Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company".


Primary Responsibilities:

  • Leverage workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments
  • Utilize call center tools to observe agents actual state compared to agents scheduled state, and provide recommendations / actions based on those observations
  • Manage real-time inbound call traffic across multiple contact center locations to help ensure that service levels are met
  • Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
  • Prepare and maintain reports, dashboards and monthly packages
  • Provide training on report, dashboard and package development to team members and management as needed
  • Assisting with training of National Operation Center and Workforce Staff on Workforce Management policies, procedures, and best practices; Act as a peer mentor / peer lead
  • Drive innovation and process improvement within Workforce Management
  • Compare Key Performance Metrics (KPI’s) on a daily, intra-daily, weekly, monthly, and annual basis understanding root cause of variation
  • Monitor volume, AHT, and staffing trends to forecast, ensuring understanding of variation, working to solve for staffing gaps whether in planning process or intra-day management
  • Perform ad hoc reporting and analysis as needed to improve overall performance of the call center, and enable strong understanding of the business

Job Business Analysis
Primary Location US-MN-Minnetonka
Other Location 
Organization Workforce Management
Schedule Full-time
Number of Openings 1
Apply on the Company Site

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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