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Senior Workforce Business Advocate - UHC Benefit Ops - Dublin, OH

UnitedHealth Group

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738586 Senior Workforce Business Advocate UHC Benefit Ops Dublin OH

Senior Workforce Business Advocate - UHC Benefit Ops - Dublin, OH (738586)

Position Description

As a Business Analyst, you'll have the opportunity to provide data analysis to support, compile and report key information for operations and business objectives. This is a position that affords you the ability to drive processes and improvement initiatives. By gathering and documenting business requirements and utilizing your sharp analytical skills to fulfill the needs of the business and/or clients, you will have an impact on healing the health care system. Some people would call you a data geek, but at UnitedHealth Group that passion turned into information is used for decisions made by leadership. This is a challenging role that creates an opportunity to grow and develop while doing your life's best work.(sm)
Our mission in Workforce Management is to be: Trusted Advisors who consistently deliver cost-effective solutions while balancing strategy with risk and compassion to delight our employees, customer and shareholders.
Responsible for the successful scheduling and intra-day management of Contact Centers, with a focus on results.  Work with Site leadership focusing on pre-planning and execution, driving to meet customer commitments while maintaining a high level of efficiency, reducing variation, and focusing on cost optimization.  Maintain and execute on the Workforce Vision of “Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company”.
Primary Responsibilities:
  • Focus of Senior Analyst is on intraday Scheduling 4 weeks out, PTO management, planning & meeting facilitation, and capacity management
  • Assisting with training of Workforce Staff on Workforce Management policies, procedures, and best practices
  • Filling in for Relationship Advocate as needed
  • Act as a peer mentor / peer lead for new and junior analysts
  • Drive innovation within Workforce Management
  • Facilitate daily (as needed) performance reviews with operational group leaders
  • Ensure appropriate workload management for flawless execution
  • Own the Master Skill File / CMS Scripts maintenance
  • Participate as team member or subject matter expert on projects and change initiatives
  • Compare Key Performance Metrics (KPI’s) on a daily, intra - daily, weekly, monthly, and annual basis understanding root cause of variation
  • Monitor staff adherence to work schedule, improving agent availability to the customer, and working with Site Leadership to manage outliers where necessary
  • 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
  • Create and maintain real, historical and custom reports (e.g., CMS)
  • Serve as the site forecasting resource, providing data and feedback to National Forecasting Team, to improve overall forecasting accuracy
  • Perform Ad Hoc Reporting as needed to improve overall performance of the call center, understanding drivers
  • Runs and develops reports and templates as needed
  • Adjust workforce requirements based on changing / dynamic forecasts

Required Qualifications:

  • 2 year college graduate or equivalent work experience
  • Minimum of 2 years’ experience working as Workforce Analyst
  • Minimum of 1 year experience working with Workforce Management software such as IEX or Aspect e Workforce Management)
  • Minimum of 1 year working in a call center or other operations environment, preferably in a Workforce setting
  • Advanced proficiency of Excel is required, with experience in creating ad hoc reports
  • Operational knowledge of call centers
  • Experience with identifying defects and process variation, and working to improve processes and reduce defects
  • Experience with scheduling, conducting planning meetings, and managing capacity

Preferred Qualifications:

  • General understanding of call center systems telecom hardware (e.g., PBX, ACD, IVR)
  • Understanding of call software tools and programming requirements (e.g., CMS modifications, vector scripting, Afiniti, Intradiem
  • Proficiency with Access

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.(sm)

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action 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.

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


Keywords:Workforce planning, Workforce Analyst

Job Details

  • Contest Number738586
  • Job TitleSenior Workforce Business Advocate - UHC Benefit Ops - Dublin, OH
  • Job FamilyBusiness Operations
  • Business SegmentUHC Benefit Ops - Corporate

Job Location Information

    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelIndividual Contributor
  • ShiftDay Job
  • TravelNo
  • Telecommuter PositionNo
  • Overtime StatusNon-exempt

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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