Senior Workforce Representative

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Scope of Support: Supports the enterprise LOB (Domestic, Vendors and Partners) in close partnership with domestic WFM team. Full execution of tasks and responsibilities required by the role
• Advanced Real-Time Monitoring: Oversee real-time tracking of call volumes, agent availability, and service levels. Implement immediate adjustments to schedules and staffing to maintain SLAs. Identify and resolve complex issues affecting performance, such as system outages or unexpected call spikes. Oversee execution of Playbook Tactics, Standard Operating Procedures and Business Continuity Plans
• Strategic Scheduling: Develop and refine staffing schedules based on detailed forecasts and business needs. Adjust schedules proactively based on real-time data and long-term trends. Collaborate with senior management to align schedules with strategic goals. Facilitate and Lead Shift-Bidding and PTO-Bidding. Develop staffing model based on business needs
• In-Depth Reporting and Analysis: Generate comprehensive reports on KPIs, including call handling times, agent productivity, and schedule adherence. Conduct advanced trend analysis to forecast future staffing needs and optimize workforce planning. Provide strategic insights and recommendations to improve overall efficiency and performance. Host and facilitates IDP meeting with Operations, WFM and WFP team
• Leadership and Collaboration: Lead cross-functional teams to ensure seamless workforce management. Communicate real-time updates and strategic changes to stakeholders. Participate in high-level meetings to discuss performance metrics and strategic initiatives. Onboards New Hire on Program Specifics
• Accuracy and Attention to Detail: Ensure all data and reports are accurate and up-to-date. Double-check schedules and real-time adjustments to avoid errors
• Proactive Problem Solving: Anticipate potential issues and address them before they impact performance. Develop contingency plans for common problems such as high call volumes or system outages
• Effective Communication: Maintain clear and open communication with team members and stakeholders. Provide timely updates and feedback to ensure everyone is informed and aligned
• Continuous Improvement: Stay updated on industry best practices and new technologies in workforce management. Regularly review and refine processes to enhance efficiency and effectiveness. Be an ambassador of continuous growth by sharing best practices and learning materials to the team
• Compliance and Ethics: Adhere to company policies and industry regulations. Adhere to established Standard Operating Procedures, Playbook Tactics agreed upon with Operation Partners and Business Continuity Plans. Ensure schedules and staffing models are in compliance with the laws, policies and guidelines that applies to the geo-specific of the employees. Maintain confidentiality and handle sensitive information with care
• Innovation: Develop, introduce and adapt new idea or approach that bring positive change and improvement to the businesses we support. Generate reports that will create visibility to help support and better manage LOBs
• Leadership: Provides support and answers to areas of expertise. Ensure all stakeholders are involved in decision-making. Serves as Point Of Contact in the absence of the Supervisor
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• High school education or equivalent experience
• Proficiency in MS Excel with over a year of experience manipulating data sets, including conducting VLOOKUPs, generating pivot tables and graphs, and utilizing standard formulas and functions
• Experienced in utilizing back-office or call center transaction systems for production tracking
• Experience in communicating with VPs and Directors to provide performance updates and recommendations
• Experience leading medium-sized projects and understanding MS Access queries
• Skilled in analyzing data from diverse sources for trend identification and anomaly detection, with more than a year of experience in issue resolution
• Proficient in SQL Server, MS Access, and Tableau Dashboard, with over a year of experience in data handling and analysis
• Solid verbal and written communication skills, with a proven track record of effectively presenting data analysis, work direction, and performance concerns
• Intermediate proficiency in MS Word and MS PowerPoint
• Adaptable and positive attitude towards change, with flexibility to work varied schedules
• Background in capacity modeling, six sigma/process improvement, or project management
• Familiarity with maintaining automated work routing applications and scheduling tools
• Proficiency in Tableau for creating ad hoc reports and data visualization

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone - of every race, gender, sexuality, age, location and income - deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.