Senior Workforce Representative
3 weeks ago
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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
Primary Responsibilities:
Preparing Work Direction Reports for Business Partners.Publishing daily inventory snapshot to Business Partners.Escalating aged/stalled inventory in EWD workspace tool.Administrating Skills Routing Rules as per agent skill matrix & pay authority.Analyze EWD inventory and perform reconciliation to cancel/closed already resolved claims/transactions in the production systemsAnalyze IRT inventory and performance against targets to reduce interest risk.Conduct data analysis of PG Missing claims and escalating to Business Partner to achieve PG missing policy goals. Providing short term forecasting, scheduling and inventory management support for OperationsRole will implement WFM scheduling/RTA supportIncumbent will work with operations on a daily basis to ensure there is adequate staffing in the correct schedules to achieve contractual service level objectives and back-office turnaround times Partners with Workforce Planning short term forecasting/planning team to get current forecasts loaded into NICE IEX Workforce management software at the monthly, weekly, daily levelWorks closely with the Workforce RTA /Operations teams to ensure all parties are aware of intraday and intraweek staffing overages/shortages and mitigation plansAnnually or during ramp periods, ensures all new hire staff are provided schedules and entered IEX with correct information and skilled appropriately for work type Provides ongoing support with managing improvement in metrics (shrinkage, AHT reductions), trend reportingUse workforce management software and work volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustmentsSupport short term forecasting and daily/intraday staffing allocationsUtilize call center tools to observe agents' actual state compared to scheduled stateManage outbound and back-office inventory to help ensure that service levels and turnaround times are metGain an understanding of the technical and business solutions such as: optimized schedules, forecasts and other tools, and present them to managementPrepare and maintain reports, dashboards, and monthly packagesComply 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 regards 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 soYou’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Years of post-high school education can be substituted/is equivalent to years of experience
Required Qualifications:
High School Diploma/GED OR 3+ years of call center and/or back-office operations 2+ years of experience working in a call center and/or back-office operations1+ years of Workforce management experienceIntermediate level of proficiency with MS Excel (i.e., creating spreadsheets, v-lookups, pivot tables, etc.) and MS WordPreferred Qualifications:
2+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis and/or Blue PumpkinAbility to work a flexible schedule and weekendsAt 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.
#NJP
-
Senior Workforce Representative
1 week ago
gurugram, India UnitedHealth Group Full timeOptum 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 diversity and inclusion,...
-
Workforce Manager
2 months ago
gurugram, India TaskUs Full timeAbout TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...
-
Workforce Manager
2 months ago
Gurugram, India TaskUs Full timeAbout TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...
-
Workforce Manager
3 weeks ago
gurugram, India TaskUs Full timeAbout TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...
-
Workforce Manager
3 weeks ago
Gurugram, India TaskUs Full timeAbout TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...
-
Senior Workforce Planning Analyst
2 months ago
Gurugram, India Expedia Group Full timeSenior Workforce Planning Analyst (Forecasting)Passionate about a rare opportunity to help craft the future of customer service in travel? Expedia Group is one of the top consumer e-commerce businesses and the largest online travel service in the world. We are searching for an experienced analyst to join our Traveler and Partner Service Platform...
-
Senior Workforce Planning Analyst
1 week ago
gurugram, India Expedia Group Full timeSenior Workforce Planning Analyst (Forecasting) Passionate about a rare opportunity to help craft the future of customer service in travel? Expedia Group is one of the top consumer e-commerce businesses and the largest online travel service in the world. We are searching for an experienced analyst to join our Traveler and Partner Service...
-
Senior Workforce Planning Analyst
2 months ago
gurugram, India Expedia Group Full timeSenior Workforce Planning Analyst (Forecasting) Passionate about a rare opportunity to help craft the future of customer service in travel? Expedia Group is one of the top consumer e-commerce businesses and the largest online travel service in the world. We are searching for an experienced analyst to join our Traveler and Partner Service...
-
Senior Workforce Planning Analyst
3 weeks ago
Gurugram, India Expedia Group Full timeSenior Workforce Planning Analyst (Forecasting)Passionate about a rare opportunity to help craft the future of customer service in travel? Expedia Group is one of the top consumer e-commerce businesses and the largest online travel service in the world. We are searching for an experienced analyst to join our Traveler and Partner Service Platform...
-
Senior Sales Representative
3 weeks ago
Gurugram, India Kaapd Full timeCompany Description We are IIT Delhi Alumni and Industry experts working towards streamlining the fabric supply chain using technology. At Kaapd, our mission is to revolutionize the fabric manufacturing and sourcing by providing a technologically advanced and AI-driven platform that optimizes the supply chain and facilitates design development for fashion...
-
Senior Sales Representative
4 weeks ago
Gurugram, India Kaapd Full timeCompany DescriptionWe are IIT Delhi Alumni and Industry experts working towards streamlining the fabric supply chain using technology. At Kaapd, our mission is to revolutionize the fabric manufacturing and sourcing by providing a technologically advanced and AI-driven platform that optimizes the supply chain and facilitates design development for fashion...
-
Senior Sales Representative
4 weeks ago
Gurugram, India Kaapd Full timeCompany DescriptionWe are IIT Delhi Alumni and Industry experts working towards streamlining the fabric supply chain using technology. At Kaapd, our mission is to revolutionize the fabric manufacturing and sourcing by providing a technologically advanced and AI-driven platform that optimizes the supply chain and facilitates design development for fashion...
-
Workforce Professional
2 weeks ago
Gurugram, Haryana, India BT Group Full timeWorkforce Professional **Job Req ID**:31681**Posting Date**:17 Apr 2024**Function**:Corporate Functions**Unit**:Finance, Strategy & Business Services**Location**:Building No 14 Sector 24 & 25A, Gurugram, India**Salary**:Competitive**What I'll be doing - your accountabilities** - Drive efficient capacity planning & scheduling, define and governs process to...
-
Workforce Expert
4 weeks ago
Gurugram, Haryana, India BT Full timeWorkforce Expert **Job Req ID**:31652**Posting Date**:9 Apr 2024**Function**:Business Services & Operations**Unit**:Finance, Strategy & Business Services**Location**:Building No 14 Sector 24 & 25A, Gurugram, India**Salary**:Competitive**Why this job matters** The Personal Assistant provides full administrative support to a leadership team member liaising...
-
Workforce Planning Analyst
4 weeks ago
gurugram, India Expedia Group Full timeWorkforce Planning Analyst (Gurgaon) As a Workforce Planning Analyst, you will be responsible for handling performance of products/ queues/ channels and finding improvement opportunities using statistical data mining and visualization techniques. Your role will include collaborating with internal partners. You would work with the teams to analyze...
-
Workforce Planning Analyst
4 weeks ago
Gurugram, India Expedia Group Full timeWorkforce Planning Analyst (Gurgaon)As a Workforce Planning Analyst, you will be responsible for handling performance of products/ queues/ channels and finding improvement opportunities using statistical data mining and visualization techniques. Your role will include collaborating with internal partners. You would work with the teams to analyze forecast...
-
Workforce Planning Analyst
3 weeks ago
Gurugram, India Expedia Group Full timeWorkforce Planning Analyst (Gurgaon)As a Workforce Planning Analyst, you will be responsible for handling performance of products/ queues/ channels and finding improvement opportunities using statistical data mining and visualization techniques. Your role will include collaborating with internal partners. You would work with the teams to analyze forecast...
-
IND Contact Center Representative I
1 month ago
Gurugram, India Aon Full timeJob Title- Contact Centre Representative I Solution Line- ECC Position type- Full Time Work Location- Gurgaon Working style- Hybrid Cab Facility- Yes Shift Time – Rotational People Manager role: No Required education and certifications critical for the role- Graduate (Except technical graduates) Required years of...
-
IND Contact Center Representative I
20 hours ago
gurugram, India Aon Full timeJob Title- Contact Centre Representative I Solution Line- ECC Position type- Full Time Work Location- Gurgaon Working style- Hybrid Cab Facility- Yes Shift Time – Rotational People Manager role: No Required education and certifications critical for the role- Graduate (Except technical graduates) Required...
-
IND Contact Center Representative I
3 weeks ago
Gurugram, India Aon Full timeJob Title- Contact Centre Representative I Solution Line- ECC Position type- Full Time Work Location- Gurgaon Working style- Hybrid Cab Facility- Yes Shift Time – Rotational People Manager role: No Required education and certifications critical for the role- Graduate (Except technical graduates) Required years of...
