1+ months

Workforce Management Supervisor - Remote - 924315

Dallas, TX 75201 Work Remotely
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  • Job Code
    924315

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

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Energize your career with one of Healthcares fastest growing companies.

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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, its a dream that definitely can come true. Already one of the worlds 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.

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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 10 leader.

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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 & Performance.

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The Workforce Management Supervisor is responsible for managing a team of scheduling and/or real time analysts. Responsibilities include monitoring call volumes both Inbound and outbound, analyzing results, decision making, working in a fast-paced environment, assigning skilling needs, determining work schedules, and reporting out on results/impacts for all queues. The Workforce Management Supervisor works with operation leaders to ensure adequate staff, contingency plans, and workflow monitoring. In addition, communicates contingency plans in both low and high inbound/outbound call volume situations. This role supports our contact centers and is empowered to make decisions.

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Training will be conducted virtually from your home.

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*All Telecommuters will be required to adhere to UnitedHealth Groups Telecommuter Policy.

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Primary Responsibilities:

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  • Manage and develop a team of RTAs and/or Schedulers to ensure service levels/productivity metrics are being met across all campaigns
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  • Utilize applicable technology to monitor applicable performance metrics (e.g., IEX TotalView, PureConnect/Genesys phone system)
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  • Ensure the proper administration of the IEX workforce management tool and keep the system updated ensuring accurate results
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  • Ensures team is consistent in using call center tools to observe agents actual state compared to agents scheduled state
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  • Manage scheduling of all off phone activities such as team meetings, coaching, and training etc.
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  • Plan and Manage shrinkage requirements and paid time off (PTO) limits based on historic data to help ensure service levels/productivity metrics are met.
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  • Creates processes and procedures around best practices
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  • Ensure team delivers RTA reports (attendance, daily readout timely with detailed analysis)
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  • Makes daily business impacting decisions or recommendations regarding staffing
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  • Attends daily touch point call
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  • Demonstrate understanding of call routing processes and skill designs (e.g., holiday hours, emergencies, weather, troubleshooting of misrouted calls)
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  • Ensure proper staffing levels to meet established metrics (e.g., hours of operation, voluntary time unpaid, mandatory overtime), utilizing applicable action steps/playbooks
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  • Communicates with operations any risks to staffing
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  • Demonstrate understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, abandon rates, adherence)
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  • Ensure open lines of communications with the Operations team to enable real-time scheduling updates (e.g., based on current availability parameters)
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  • Ensures team is performing real-time analyses of performance data and respond appropriately (e.g., monitor intra-day activities, adjust schedules, perform trend analyses)
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  • Serve as a liaison with applicable technology teams to escalate system/technology problems and issues
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  • Identify and communicate issues that may affect call volume fluctuations and overall call center performance to applicable stakeholders
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  • Perform other duties as required.
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Youll 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.

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Required Qualifications:

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  • Bachelor's Degree (or higher)
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  • Ability to work between the hours of 11:00am-9:00pm Monday-Friday Eastern Time, with occasional Saturdays, as needed
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  • 3+ yearsof prior workforce management experience
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  • 1+ years of leadership experience
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  • Microsoft Office proficient - Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Outlook including the ability to open, create, edit, save, and send documents, spreadsheets, and emails, other forms of documents.
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  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
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Preferred Qualifications:

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  • Experience with a workforce management tool (NICE IEX, Aspect, Verint, etc.)
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  • Experience utilizing SQL queries
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Soft Skills:

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  • Excellent written and verbal communication and presentation skills
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Telecommuting Requirements:

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  • Dedicated work area established that is separated from other living areas that provides information privacy
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  • Ability to keep all company sensitive documents secure (if applicable)
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  • Residing in a location that can receive a high-speed internet connection (additional information on UnitedHealth Group approved internet providers and restrictions will be provided)
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UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90% of our non - clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

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You can learn more about all we are doing to fight COVID-19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

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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

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Colorado Residents Only: The salaryrange for Colorado residents is $53,300 to $95,100. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, In addition to your salary, UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance.

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Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employers 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.
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"UnitedHealth Groupis a drug-free workplace. Candidates are required to pass a drug test before beginning employment
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"Keywords: Workforce management, supervisor, WAH, WFH, remote, hiring immediately, #rpo

Posted: 2021-05-15 Expires: 2021-07-14

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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Workforce Management Supervisor - Remote - 924315

UnitedHealth Group
Dallas, TX 75201

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