Description:
The candidate would be responsible for acting as a liaison between the technologies team and the business. The candidate would receive requests for new phone call routing. This may involve the creation of a new toll free number, using an existing one, or using complex routing logic to get the phone call to the agent best skilled to handle the call. The usually involves meeting with individuals or teams to understand their goals and objective, collect business requirements then submit requests, usually with some sort of documentation to the technologies area. The candidate would then follow the request through its life cycle making sure that dates and requirements are met. The candidate is the conduit for information and question about the request during its life cycle. The candidate may also perform testing as a request nears its completion to make sure the call routes as requested and that reporting results are as expected.
The candidate may also assist in trouble shooting and education for the business. If there are issues with an implementation the candidate would be the subject matter expert for the business to identify issues, design solutions, and implement fixes in a real time manner. This is not a hands on where the candidate is actually doing design and programming but they would need an intimate knowledge of how the technology works and what it can and cannot do.
Much of the candidates work is self directed after a request or project is assigned and the candidate would own the relationship with their internal customers.
Occasionally the candidate would need to be available to answer questions, trouble shoot, and test during non-core business hours. This not an on call pager position but the candidate would be the Subject Matter Expert for the business and might be asked questions after hours to trouble shoot an issue. Most of the time, however, these activities would be planned generally before or after close and on Holidays.
Telecommute Opportunity in Minneapolis, MN
Qualifications:
HS Diploma/GED
3+ Years working in a call center environment (at least 2 in a non-agent capacity)
1+ Years working in an operations role (Workforce, Command Center, Call Routing) or 1+ years working in a call center IT support role (Helpdesk, Call Routing Design, IVR Coding)
1+ Years presenting information to leadership: Creating metric based reporting, creating and/or presenting recurring informational reports to leaders, using reporting tools to answer what if or what happened questions for leaders, making group presentations, or creating complex documentation for use by leaders.
2+Years in a problem solving role: answering questions, researching issues, working with multiple parties to solve a problem, presenting solutions. Being a project manager.
ADDITIONAL JOB INFORMATION/QUALIFICATIONS:
Previous PBX, ICM, or IVR programming experience
Previous experience writing SQL queries from scratch. Knowledge of advanced
SharePoint or SSIS programming.
Previous Project Manager Experience with Green or Black Belt training or certifications.
Previous experience with intermediate software (not just Word, Excel, Outlook) such as Visio, Avaya Terminal Emulator and/or CenterVu Supervisor, Cisco ICM Script Editor, MS-Access, Any SQL Query Tool, Visual Basic.
UnitedHealthcare, part of the UnitedHealth Group family of companies, is comprised of three specialized businesses dedicated to meeting the health care benefits needs of individuals and groups; all part of something greater, but each with a specialized focus:UnitedHealthcare Employer & Individual works with individuals, small businesses and large multi-site employers to provide innovative, affordable benefits services.UnitedHealthcare Medicare & Retirement is focused on serving Americans over the age of 50. It is the largest business dedicated to meeting the growing health and well-being needs of aging individuals in the nation, serving one in five Medicare beneficiaries through a comprehensive and diversified array of products and services through four industry-leading businesses.UnitedHealthcare Community & State provides high-quality, personalized, public-sector health care programs that help local government agencies improve health outcomes for millions of children and low-income and disabled individuals at an affordable cost.Together, were removing the barriers that keep people from receiving the kind of quality health care that makes a difference. We focus on Integrity, Compassion, Relationships, Innovation and Performance as we empower people to achieve better health and well-being.Come grow and thrive in our culture of innovation and ideas. Because there is no opportunity greater than the quest to help people live healthier lives.
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: Minneapolis, Company: UnitedHealth Group.
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