Senior Workforce Representative

2 weeks ago

Gurgaon, Haryana, India UnitedHealth Group Full time

Optum is a worldwide organization focusing on providing care combined with technology to enhance the well-being of millions of individuals. Working with us means contributing to better health outcomes by facilitating access to healthcare, pharmacy benefits, data, and resources necessary for people to thrive. Our culture embraces diversity, offers comprehensive benefits, career growth opportunities, and a chance to influence the communities we reach on a global level. Join us in Caring. Connecting. Growing together.

Primary Responsibilities:

  • Offering support in short term forecasting, scheduling, and inventory management for Operations
  • Implementing WFM scheduling/RTA support
  • Collaborating with operations daily to ensure adequate staffing for meeting service level objectives
  • Working with Workforce Planning team for accurate forecast loading
  • Ensuring awareness of staffing needs and development of mitigation plans
  • Managing schedules and skill allocation for new hires
  • Assisting in metrics improvement, trend reporting
  • Utilizing workforce management software and historical data for effective staffing decisions
  • Supporting short term forecasting and daily staffing allocations
  • Observing agents' performance versus schedules through call center tools
  • Managing inventory for meeting service levels and turnaround times
  • Understanding technical and business solutions to present to management
  • Preparing and maintaining reports, dashboards, and packages
  • Complying with company policies and employment contract terms

You'll receive recognition for your performance in a challenging environment that provides clear directions for success and development opportunities.

Years of post-high school education can be substituted for experience.

Required Qualifications:

  • High School Diploma/GED OR 3+ years of call center and/or back-office operations
  • 2+ years of call center and/or back-office operations experience
  • 1+ years of Workforce management experience
  • Intermediate proficiency in MS Excel and MS Word

Preferred Qualifications:

  • 2+ years of workforce systems experience with platforms like Avaya, CMS, IEX, eWFM, Genesis, and Blue Pumpkin
  • Flexibility to work weekends and a varied schedule

At UnitedHealth Group, our mission is to improve health outcomes and make the health system more effective for all individuals. We are dedicated to providing equitable care, reducing health disparities, and promoting better health for everyone, regardless of race, gender, sexuality, age, location, or income. Join us in our mission to create positive change.

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