Supervisor Traffic/Workforce - TRICARE - Minnetonka, MN or Phoenix, AZ at Minnetonka

Job Description

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 lifes 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.Primary 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 adjustmentsUtilize 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 metGain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to managementPrepare and maintain reports, dashboards and monthly packages. Gain familiarity with analysis and ensure consistent methodologies are followed to maintain qualitySupport the preparation of ad hoc analysis that enables strong understanding of the businessProvide training on report, dashboard and package development to team members and management as needed Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit.Impact of work is most often at the team level.

Job Requirements

Requirements:High school diploma/GED2+ 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, etcAdvancedlevel of Microsoft Excel experience2+ years experience in Operations United States Citizenship Ability to obtain favorable adjudication following submissions of Department of Defense form SF86 www.opm.gov/forms/pdf_fill/sf86.pdfAssets:Experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, and/or Blue PumpkinMilitary Experience is a plusAs a requirement of UnitedHealth Groups contract with the Department of Defense, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense form SF86 www.opm.gov/forms/pdf_fill/sf86.pdf, (the National Agency Check or "NAC"). Successful completion of the NAC process is a requirement for continued employment in this role. NAC processing will be initiated by our TRICARE Security Officer post-offer, and can take 3-6 months for a final decision communication from the Department of Defense. Candidates will be allowed to begin employment with UnitedHealth Group in this role based on an interim clearance, and final results will be communicated as they are received. Failure to obtain final NAC approval will result in termination from this role.UnitedHealthcare Military & Veterans is part of the family of companies that make UnitedHealth Group one of the leaders across the US health care system.We serve those who serve our nation, providing quality health care services to millions of military beneficiaries across the (list region post award). Our commitment to helping people live healthier lives, and to continue the honor, satisfaction, and quality of the TRICARE military health benefit program is greater than ever. Our efforts complement the Military Health System to demonstrate the best blend of public and private health care solutions. Its not just business as usual. It is one of our proudest endeavors. If youre ready to help make health care work better for those who serve our nation. If you are smart, creative, and committed. If you want to make a difference. Consider being part of the elite team at UnitedHealthcare Military & Veterans. This is an opportunity to share in something special; a chance for all of us to serve, to excel, and to know that weve made a difference for those families who have made our nation stronger.Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/VUnitedHealth 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.