Traffic Workforce Analyst - Minnetonka, MN at Minnetonka

Description:

Primary Responsibilities:

Responsible for building, refining, and maintaining simulation models as needed.
Plan and communicate all aspects of workforce planning including financials, and staffing impacts for multi-segmented, multi-site contact center environment. Planning scope begins at the business demand and ends at the interval level in the workforce scheduling tool.
Responsible for appropriate business communication regarding the plan. (EX. Powerpoint presentations, appropriate email updates, Status checks)Develop a plan to incorporate a 1-3 year perspective including leadership objectives on demand and labor optimization. (EX. Year-over-year base staff considerations, interval vs partner mix, annual budget swings, cost reduction opportunities) This plan to include a rolling two year period at a weekly level.
Responsible for preparing and delivering Financial Submissions as needed including detailed bridge of changes from one submission to another highlighting FTEs, costs, and any associated licensing implications. Typical submission timing is every two months.
Participate in the development of the skilling design, fully understand that design, and be prepared to communicate as needed.
Responsible for all forecasting including resource allocation for internal and vendor sites. This includes volume, AHT, shrinkage, attrition, and any other impacts necessary.
Responsible for any offline, outbound planning, and chat, etc. related to the planning segment.
Facilitate meetings with Senior Leadership to review supply, demand, cost, contingency and other implications as appropriate. (EX. Leaders Guide Meetings, Quarterly or as needed meetings with Product Leaders)
Facilitate, participate, and lead weekly and as-needed cross functional interviews and meetings with Marketing, Product, Sales, and Distribution. The purpose of these meetings is to gain the requirements needed for workload demand. Ensure the models demonstrate the demand communicated in the meetings.
Responsible for oversight and partnership with Short Term Planner to provide interval, daily, weekly and monthly call trend analysis. Monitor, report, and forecast call volume, AHT, shrinkage, attrition, and any other patterns for all associated segments.
Collaborate with key business partners and staff to identify opportunities for improvement of resource utilization, service levels, and recommend solutions.
Identify, inventory, understand, and support the planning/scheduling data sources required to run the business.
The support aspect from above includes the following:
Primary point of contact
Oversee accurate and timely data updates
Understand Data relationships with date descriptions and determine how they relate
Understand how/why data is used (awareness of use)
Ensure that data is in an accessible and simple format
Facilitate frequent and regular meetings with stakeholders and customers to maintain working relationships and to ensure that data needs are met. Manage communication and expectations.
Develop, implement, and support a formal intake for all infrastructure related items. (i.e. reporting, data needs, application development, etc.)
Develop and maintain data auditing capabilities and ensure data is flowing, accurate, and available for the business.
Develop and maintain data auditing capabilities and ensure data is flowing, accurate, and available for the business.
Develop and maintain change control processes and structures for Skilling, Agent, Vendor, and reporting hierarchy support. Trouble shoot technical issues surrounding data sources. Provide SME related support for viewing & handling Data.
Develop applications, enhancements, processes in a prioritized manner to advance capabilities/functions.
Establish structures and processes for testing use of data and outcome to ensure accuracy, viability, etc.

Qualifications:

Requirements:

High school education or equivalent experience
1+ years staff planning, budgeting, and forecasting experience required in a contact center environment required
2+ years experience working in a contact center operations role required
2+ years experience forecasting or planning in a workforce management contact software (IEX, eWFM, Blue Pumpkin, etc., or created software) is required
Advanced proficiency in MS Excel & Access
Intermediate proficiency in MS Word and PowerPoint
Assets:

College degree is preferred
Experience with VB/VBA & SQL coding ability is strongly preferred
Experience with telecom and routing hardware/software (e.g., PBX-Avaya, ACD, IVR, ICM [AKA GEOTEL]) is preferred
1+ yrs project management experience required in a process and change management environment preferred
Familiarity with vendor contracts and execution preferred
Knowledge of Human Resource policies and procedures an asset
UnitedHealthcare Medicare & Retirement is part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system.
Imagine joining a group of professionals and clinicians who are working to improve health care for people over 50. Consider the influence you can have on the quality of care for millions of people. Now, enhance that success with enthusiasm you can really feel.
Thats how it is at UnitedHealthcare Medicare & Retirement. Everyday, were collaborating to improve the health and well being of the fastest growing segment of our nations population. And were doing it with an intense amount of dedication.
Here, you will discover a culture that grows through challenge. That evolves by being flexible. That succeeds by staying true to our mission to make health care work effectively and efficiently for seniors. Put your best to work for us, and discover extraordinary opportunities for growth.
Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.
Country: USA, State: Minnesota, City: Minnetonka, Company: UnitedHealth Group.