Workforce Command Center Rep - Eden Prairie, MN(Job Number:696195)
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The Command Center Representative monitors the overall health of the call center operations and is
responsible for executive communications regarding service performance. The command center team creates visibility to
key performance outcomes, identifies potential service impacting events and
coordinates activity to resolve those events.
This role is accountable for knowing what is happening and what steps
are being taken to mitigate impact to performance.
workforce management and call center tools to understand the current state
of performance across all supported businesses.
real-time inbound call traffic to help ensure that service levels are met
an understanding of the technical and business solutions: optimized
schedules, forecasts and other tools and communicate service results to
all reporting and websites that indicate a potential or current event,
that could impact service performance across businesses. This can include
system issues, outages, weather, world events, etc.
and maintain reports, dashboards, daily and monthly communications.
historical and trend data to ensure consistent methodologies are followed
to maintain quality
in preparing ad hoc analysis that enables strong understanding of the
training on report and dashboard development to team members and
management as needed
in a highly visible environment.
in the Command Center are frequent.
attire is required.
work experience within own function.
and maintain existing procedure
act as a resource for others for key initiatives or projects
coordinate others' activities.
Job Traffic/Workforce Management
Primary Location US-MN-Eden Prairie
Organization Optum Ops-WFM & Reporting
Number of Openings 1