Senior Traffic / Workforce Representative - Multiple Locations

SOURCE : ENTREPRISE
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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.
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.
This role is equally challenging and rewarding. In this high volume, demanding call center environment, you'll need to analyze market data, review scheduling conditions, forecast production, and identify trends to present information for operational and business planning.
Primary Responsibilities:

  • Use workforce management software and call volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments
  • Utilize call center tools to observe agents' actual state compared to 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 such as: optimized schedules, forecasts and other tools, and present them to management
  • Prepare and maintain reports, dashboards and monthly packages
  • Extensive work experience, possibly in multiple functions
  • Work does not usually require established procedures
  • Works independently
  • Mentors others
  • Acts as a resource for others
  • Coordinates others' activities
Required Qualifications:
  • High School Diploma / GED (or higher) OR 2+yrs of equivalent work experience
  • 2+ years of experience with workforce systems (i.e. Avaya, CMS, IEX, eWFM, Genesis, and / or Blue Pumpkin)
  • Intermediate level of experience with Microsoft Excel (i.e. creating spreadsheets, VLOOKUPs, Pivot Tables, etc.), and Microsoft Word (creating and editing documents)
  • Ability to work a flexible schedule Monday - Friday, 8 - hr shifts during hours of operation of 7 am - 10 pm CST, and rotating weekends up to twice a month
Preferred Qualifications:
  • Bachelor's degree (or higher)
  • 2+ years of operations experience
  • 2+ years of workforce management experience (i.e. responsible for scheduling, call volume monitoring and adjusting, determining and communicating work schedules and resources for call queues, consulting with call operations, etc.)

Careers at UnitedHealthcare Medicare & Retirement. The Boomer generation is the fastest growing market segment in health care. And we are the largest business in the nation dedicated to serving their unique health and well - being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our health care system. Ready? It's time to 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: UHG, UHC, workforce representative, workforce management, workforce systems, Avaya, CMS, IEX, eWFM, Genesis, Blue Pumpkin

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