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Business Advocate - Miaimi, FL

01/12/2018Call Center
Job Location:
Miami, FL
Metro Area:
FL - Miami
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
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) 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: Participate as team member or subject matter expert on projects and change initiatives Compare Key Performance Metrics (KPIs) 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 1 year working in a call center or other operations environment, preferably in a Workforce setting Strong understanding of Excel and Access is desired, with experience in creating ad hoc reports. Operational knowledge of call centers General understanding of call center systems telecom hardware (e.g., PBX, ACD, IVR) preferred Understanding of call software tools and programming requirements (e.g., CMS modifications, vector scripting) preferred Adaptable and able to move with change while maintaining a positive attitude Good Analytical Skills 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:customer service, call center, customers, conflict resolution, data research, analysis
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