Workforce Rep

5 months ago

Bengaluru Karnataka, India Optum Full time

**Primary Responsibilities**:

- Manage staffing levels to meet business needs on a day - to - day basis
- Create shift schedules in WFM system
- Ensure proper daily staffing levels to meet established metrics (e.g., performance guarantees, hours of operation, voluntary time unpaid, mandatory overtime), utilizing applicable action steps / playbooks
- Demonstrate understanding of applicable business strategies, goals, and processes as they relate to workforce management
- Demonstrate understanding of call routing processes and skill designs (e.g., holiday hours, emergencies, multi - skilling, multi - channel work requirements, etc.)
- Manage bidding processes (e.g., PTO bidding, shift bidding.)
- Ensure real - time schedule adherence and skill priorities
- Ensure that employee schedules are kept up to date in NICE IEX, reflecting all daily events, vacations, absences, etc.
- Deploy / redeploy resources in real time to meet current business levels / needs (e.g., re - skilling, real - time skill management)
- Monitor attendance / schedule adherence, and take action as needed (e.g., update schedules, realign resources, notify Contact Center management of upcoming issues)
- Optimize scheduling in real time, as needed (e.g., task work, breaks, same - day PTO)
- Monitor / analyze workforce metrics / data
- Run daily reports, communicate results, and back up WFM Analysts
- Produce daily business impacting decisions or recommendations regarding staffing.
- Partner with stakeholders when new agents will come onboard and create schedules based on forecast requirements
- Assist with historical data analyses of performance data to identify trends / patterns, and make appropriate recommendations (e.g., call volumes, intra - day patterns, root cause analysis)
- Utilize / support workforce management technology (Maintenance and configuration to WFM system; activity code creation/maintenance, time off rules, Web Station, etc.) to meet evolving business needs.
- Educate others on the proper use of workforce management technology on an ad hoc basis
- Advise and respond to leadership's questions regarding schedules, queues, conditions, or other general aspects of WFM, provide training to new hires or other agents on WFM processes
- High school education or equivalent experience.

**Basic Qualifications**
- 10th and Above / High school diploma/GED
- 1yr+ WFM experience
- 1yr+ experience with workforce systems such as NICE IEX, Pure Connect, Avaya
- 1yr+ experience working in a call center
- Ability to work in a fast paced environment and make decisions
- Proficient with MS Excel and Word (i.e. creating spreadsheets, v-lookups, pivot tables, SQL, etc)
- Ability to work a flexible schedule, including weekends or on-call support

UnitedHealth Group is working to create the health care system of tomorrow.

Already Fortune 6, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.

Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.

Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and 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.

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