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Traffic / Workforce Representative - Sugar Land, TX; Pittsburgh, PA; Miami, FL

UnitedHealth Group


Location:
Sugar Land, TX
Date:
12/08/2017
2017-12-082018-01-06
Job Code:
742234
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Job Details

742234 Traffic Workforce Representative Sugar Land TX Pittsburgh PA Miami FL

Traffic / Workforce Representative - Sugar Land, TX; Pittsburgh, PA; Miami, FL (742234)

Position Description

Position Description:

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.

The Traffic / Workforce Representative is responsible for all scheduling, call volume monitoring and adjusting. Responsible for determining and communicating work schedules, resources for various call queues. The Traffic / Workforce Representative works with site leaders to ensure adequate staff, contingency plans and workflow monitoring.

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:

  • Use 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.
  • Manage real-time inbound call traffic 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.
  • Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
  • Support the preparation of ad hoc analysis that enables strong understanding of the business
  • Provide training on report, dashboard and package development to team members and management as needed
  • Extensive work experience within own function
  • Work is frequently completed without established procedures
  • Works independently
  • May act as a resource for others
  • May coordinate others' activities

Required Qualifications:

  • High School Diploma / GED (or higher)
  • 1+ years of experience working in a call center and / or transaction site
  • Intermediate level of experience with Microsoft Excel (creating spreadsheets, v-lookups, pivot tables, etc.)
  • Intermediate level of experience with Microsoft Word (creating documents, editing, formatting)
  • Ability to work a flexible schedule, including weekends (8:00 am – 7:00 pm EST)

Preferred Qualifications:

  • Bachelor's Degree (or higher)
  • Workforce Management experience
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.

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: Call center, workforce, customer service, lead, supervisor, software, Excel, Word

Job Details

  • Contest Number742234
  • Job TitleTraffic / Workforce Representative - Sugar Land, TX; Pittsburgh, PA; Miami, FL
  • Job FamilyCustomer Services
  • Business SegmentUHC Benefit Ops - Corporate

Job Location Information

  • Sugar Land, TX
    United States
    North America
  • Other LocationsPittsburgh, PA
    Miami, FL

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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