Traffic representative job description

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

The Senior Traffic / Workforce Representatives are responsible for all scheduling, call volume monitoring, and adjusting. They are also responsible for determining and communicating work schedules and resources for various call queues. You will work with site leaders to ensure adequate staff, contingency plans and workflow monitoring.

Schedule: This position is full-time (40 hours/week). Team members must have the ability to support the business as needed, during their hours of operations, which may include late nights and weekends.
Training will be conducted virtually from your home.

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

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
* Responsible for preparing scheduling documents and hosting weekly meetings with leadership to review plan for upcoming weeks. Ability to make recommendations and drive performance based on agreed actions
* Partner with intra- and inter-departmental resources and gain understanding of the business you support and their desired outcomes.
* Create and optimize schedules, using forecasts and other tools to deliver on business goals and increase effectiveness. Use analytical skills with the ability to present ideas and lead change across the operation.
* Ensure consistent analysis of methodologies are maintained to improve quality, work to enhance and improve on existing processes. Create and maintain actionable processes to impact daily performance.
* Deliver training on Workforce management tools and reporting to all levels of leadership, and develop training material as needed
* Support and champion a culture of change with operational partners with a heavy emphasis on standardization and reducing variation.
* Work independently or on team and ensure deadlines are met.
* Use effective communication skills to present ideas, processes and develop relationships with teams.
* Active participation in planning sessions, where forecasts are reviewed to ensure collaboration on requirements. Use data to influence decisions.
* Communicate to executive levels on current performance challenges and actions being taken
* Prepare communications based on expected performance during peak call volume periods

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

* High School Diploma / GED (or higher) or 3+ years of work experience in any industry
* 2+ years of experience working in a call/contact center or equivalent customer service industry experience
* 2+ years of experience within a Workforce Management team - real-time monitoring and staffing/scheduling

Telecommuting Requirements:

* Required to have a dedicated work area established that is separated from other living areas and provides information privacy
* Ability to keep all company sensitive documents secure (if applicable)
* Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Preferred Qualifications:

* Bachelor's Degree (or higher)
* 6+ months of leadership experience having direct reports
* 2+ years of experience with workforce systems such as Avaya, CMS, IEX, and Genesis
* Beginner level proficiency with Microsoft Excel (creating pivot tables, analyzing data, and reporting)
* 6+ months of quality and process improvement experience
* Beginner level knowledge of Six Sigma
* 6+ months of experience managing an account or business relationship
* 6+ months of business analyst experience

To protect the health and safety of our workforce, patients, and communities we serve, UnitedHealth Group and its affiliate companies now require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state, and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

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. (sm)

* All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $21.68 to $38.56. The salary range for Connecticut / Nevada residents is $23.94 to $42.40. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives

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: #RPO, #Green