Senior Traffic Workforce Analyst
UnitedHealth Group - Phoenix, AZ

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Position Description:

Positions in this function are responsible for all scheduling, call volume monitoring and adjusting. Responsible for determining and communicating work schedules, resources for various call queues. Works with site leaders to ensure adequate staff, contingency plans and workflow monitoring.

Specifically this person will be responsible for real time monitoring of call center production and staffing. They will be document, analyze and report on production, efficiency and process adherence. They should be able to perform regression analysis, correlation analysis and run rates. They will report their findings to management and make suggestions for improvements. Their input will play an important role in staffing, sourcing and scheduling.

Requirements Primary Requirements:
  • High School Diploma/ GED
  • 5+ years in a Business Analyst role
  • 2+ years AVAYA CMS experience
  • 2+ years IEX 3.12 experience
  • Advanced experience with MS Excel
Assets:
  • IEX 4.6 experience is a plus
  • MS Access and Power intermediate skill level is preferred
UnitedHealthcare , part of the UnitedHealth Group family of companies, is comprised of three specialized businesses dedicated to meeting the health care benefits needs of individuals and groups; all part of something greater, but each with a specialized focus:

UnitedHealthcare Employer & Individual works with individuals, small businesses and large multi-site employers to provide innovative, affordable benefits services.

UnitedHealthcare Medicare & Retirement is focused on serving Americans over the age of 50. It is the largest business dedicated to meeting the growing health and well-being needs of aging individuals in the nation, serving one in five Medicare beneficiaries through a comprehensive and diversified array of products and services through four industry-leading businesses.

UnitedHealthcare Community & State provides high-quality, personalized, public-sector health care programs that help local government agencies improve health outcomes for millions of children and low-income and disabled individuals at an affordable cost.

Together, we're removing the barriers that keep people from receiving the kind of quality health care that makes a difference. We focus on Integrity, Compassion, Relationships, Innovation and Performance as we empower people to achieve better health and well-being.

Come grow and thrive in our culture of innovation and ideas. Because there is no opportunity greater than the quest to help people live healthier lives.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.

UnitedHealth Group - 21 months ago - save job
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When you work to better people’s lives, one of those lives will always be yours. We have modest goals: Improve the lives of...