Contact Center Workforce Analyst - Kelsey-Seybold Clinic - Patient Access Center - Pearland

UnitedHealth Group•Pearland, TX

3d•$29 - $52•Remote

About The Position

Explore opportunities with Kelsey-Seybold Clinic, part of the Optum family of businesses. Work with one of the nation’s leading health care organizations and build your career at one of our 40+ locations throughout Houston. Be part of a team that is nationally recognized for delivering coordinated and accountable care. As a multi-specialty clinic, we offer care from more than 900 medical providers in 65 medical specialties. Take on a rewarding opportunity to help drive higher quality, higher patient satisfaction and lower total costs. Join us and discover the meaning behind Caring. Connecting. Growing together. The purpose of this position is to support the call center’s scheduling, operational future and real-time management functions. The Contact Center Workforce Analyst is responsible for developing and maintaining staff work schedules as well as managing real time schedule exception entry, skill assignments and call center service levels. Additionally, this position is responsible for producing call volume forecasts, workload and staffing requirements as well as tracking and reporting critical performance information. This position requires the ability to perform high-level, in-depth tasks and analysis needed to forecast, plan and staff the call center appropriately, and to achieve performance goals consistently. The individual in this role will need to have a strong dedication to detail and the ability to adjust quickly to a changing environment in order to be successful. If you are located in Texas, you will have the flexibility to work remotely as you take on some tough challenges. You’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.

Requirements

College degree or 3+ years experience in a call center environment
2+ years of experience with forecasting in a contact center environment
Hands on operating experience with a Workforce Management System
Hands on experience with a contact center reporting system
Contact center experience

Nice To Haves

1+ years of experience with Verint/Blue Pumpkin WFM
1+ years of experience with Avaya systems
1+ years of experience providing leadership support to contact center staff as well as 1st level supervisors
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Responsibilities

developing and maintaining staff work schedules
managing real time schedule exception entry, skill assignments and call center service levels
producing call volume forecasts, workload and staffing requirements
tracking and reporting critical performance information
perform high-level, in-depth tasks and analysis needed to forecast, plan and staff the call center appropriately, and to achieve performance goals consistently