Senior Contact Center Workforce Analyst - Kelsey Seybold Clinic - Patient Access Center - Remote at UnitedHealth Group

United States

$72.8k - $130k

Explore opportunities with Kelsey-Seybold Clinic, part of the Optum family of businesses. Work with one of the nation’s leading health care organizations and build your career at one of our 40+ locations throughout Houston. Be part of a team that is nationally recognized for delivering coordinated and accountable care. As a multi-specialty clinic, we offer care from more than 900 medical providers in 65 medical specialties. Take on a rewarding opportunity to help drive higher quality, higher patient satisfaction and lower total costs. Join us and discover the meaning behind Caring. Connecting. Growing together. The purpose of this position is to support the call center’s scheduling, operational future, and real-time management functions, along with providing the same support to departments outside of the call center. The Contact Center Sr. Workforce Analyst is responsible for producing call volume forecast and staffing requirements, as well as tracking and reporting critical performance information. Developing and maintaining staff work schedules, managing real time schedule exception entry, skill assignments, and call center service levels are also functions of the Contact Center Sr. Workforce Analyst. Additionally, this position is responsible for mentoring and uptraining workforce analysts, along with educating call center support teams on the functions of WFM and WFM tools. This position requires the ability to perform high-level, in-depth tasks and analysis needed to forecast, plan and staff the call center appropriately, and to achieve performance goals consistently. The position also requires the ability to build relationships with departments outside of the call center. The individual in this role will need to have a lot of initiative, solid dedication to detail, and the ability to adjust quickly to a changing environment to be successful. You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week. 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: Bachelor’s degree or equivalent experience 5+ years of experience with forecasting in a contact center environment OR 5 years of experience in operating experience with a Workforce Management System OR 5 years of experience with a contact center reporting system Experience using Microsoft Office, PowerPoint, and Excel Fluent in both verbal and written English Preferred Qualifications: College degree in Business, Operations Research, Statistics, or related area Experience using Microsoft Office, PowerPoint, and Excel Experience with Calabrio WFM tool Experience with Avaya systems Crystal report experience Experience providing leadership support to contact center staff as well as 1st level supervisors Advanced in Excel *All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable. Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission. OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.