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Supervisor Traffic / Workforce - Columbia, MD or Nashville, TN

UnitedHealth Group

Columbia, MD
Job Code:
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Job Details

745243 Supervisor Traffic Workforce Columbia MD

Supervisor Traffic / Workforce - Columbia, MD or Nashville, TN (745243)

Position Description

Position Description:
You dream of a great career with a great company - where you can make an impact and help people.  We dream of giving you the opportunity to do just this.  And with the incredible growth of our business, it’s a dream that definitely can come true. Already one of the world’s leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives.  We live for the opportunity to make a difference and right now, we are living it up.
This opportunity is with one of our most exciting business areas: Optum - a growing part of our family of companies that make UnitedHealth Group a Fortune 6 leader.
Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation and Performance.
The Workforce Supervisor is responsible for managing a team of scheduling and real time Analysts. Responsibilities include monitoring call volumes both IB / OB, analyzing results, decision making, working in a fast-paced environment, assigning WG / skilling needs, determining work schedules and reporting out on results / impacts for all queues. The Workforce Supervisor works with site leaders to ensure adequate staff, contingency plans and workflow monitoring. In addition, communicates contingency plans in both low and high IB / OB call volume situations. This role supports our contact centers and is empowered to make decisions.

Positions in this function are responsible for all scheduling, call volume monitoring and adjusting. Responsible for determining and communicating work schedules, resources for various call queues. Works with site leaders to ensure adequate staff, contingency plans and workflow monitoring.

Primary Responsibilities:
  • Manage and develop a team of RTA’s and Schedulers to ensure Service levels are being met across all queues
  • Use I3 and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments. Makes recommendations and adjustments as needed.
  • Ensure the proper administration of the workforce management tool and keep the system updated ensuring accurate results
  • Ensures team is consistent in using call center tools to observe agents actual state compared to agents scheduled state
  • Schedule all off phone activities such as team meetings, coaching, and training etc.
    Management of shift realignments, overtime planning, and overtime implementation
  • Plan and manage shrinkage requirements and paid time off (PTO) limits based on historic data to help ensure service levels are met.
  • Creates processes and procedures around best practices
  • Ensures team is ing proper workgroup assignments and partners with the dialer team to maximize productivity
  • Understands the skill assignment process in I3 with WG assignments and the relationship
  • Ensures team is monitoring real-time outbound/inbound call traffic to meet service levels
  • Ensure team delivers RTA reports (attendance, daily readout timely with detailed analysis)
  • Makes daily business impacting decisions or recommendations regarding staffing
  • Partners on process and makes recommendations for optimal scheduling
  • Manage existing schedules by determining current and future scheduling needs. 
  • Knows headcount verses the staff plan and communicates areas of concern with recommendation          
  • Ensures timeliness and accuracy with WG assignments / skilling
  • Attends daily touch point call
  • Plans for holidays, center closures, Overtime and call routing needs 
  • Assist with creating tracking documents, conduct analysis and report results to leadership
  • Perform other duties as required
Required Qualifications:
  • High School Diploma / GED or higher
  • 5+ years of Workforce Management experience
  • 2+ years in a Workforce Management Supervisory role
  • 2+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, Interactive Intelligence and / or Blue Pumpkin
  • 2+ years of experience working in a contact center  
  • Proficient with Microsoft Excel (i.e. creating spreadsheets, VLOOKUP, pivot tables, etc.)
  • Proficient with Microsoft Word (creating templates and documents)
  • Proficient with SQL
  • Ability to work a flexible schedule, including weekends as needed
Preferred Qualifications:
  • Bachelor’s Degree or higher
Take the next step, online at:
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So, when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.
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: Traffic and Workforce Representative, Workforce Representative, Workforce Associate, Workforce Specialist, Workforce, Workforce Management, WFM, Reporting Analyst, Reports Analyst, Reporting Specialist, Reports Specialist, Reporting, Excel, Access, Macros, VBA, Hyderabad, Telangana

Job Details

  • Contest Number745243
  • Job TitleSupervisor Traffic / Workforce - Columbia, MD or Nashville, TN
  • Job FamilyCustomer Services
  • Business SegmentOptumCare

Job Location Information

  • Columbia, MD
    United States
    North America
  • Other LocationsNashville, TN

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelManager
  • ShiftDay Job
  • TravelNo
  • Telecommuter PositionNo
  • Overtime StatusExempt

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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