Workforce Traffic Business Analyst - Phoenix, AZ

Jim Moylan

Position Description:
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.SMThe 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.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
Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
Prepare and maintain reports, dashboards and monthly packages.
Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
Support the preparation of ad hoc analysis that enables strong understanding of the business
Provide training on report, dashboard and package development to team members and management as needed
Manage resources to ensure optimal customer service
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.


Required Qualifications:

High School diploma/GED
1+ year working in a call center or other operations environment, preferably in a Workforce setting
2+ years of experience working as a Workforce Analyst
1+ year experience working with Workforce Management software
2+ years of proven track record of identifying defects and process variation, and working to improve processes and reduce defects
2+ years of experience with Microsoft Excel
Preferred Qualifications:

Experience scheduling, conducting, planning meetings, and managing capacity
IEX experience
Past experience with Client/Vendor communication
Take the next step, online at: www.yourlifesbestwork.comCareers 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
Diversity creates a healthier atmosphere: 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.