Call monitoring across multiple business segments, partner with internal segment leads to ensure performance guarantees are met, call routing is functioning properly, gather data on impact due to system issues, and reporting.
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.
Extensive work experience, possibly in multiple functions.
Work does not usually require established procedures.
Acts as a resource for others.
Coordinates others' activities.
High school diploma/GED required
1+ year of experience in Workforce Management preferred
1+ year of interacting with internal and external customers on various levels required
2+ years experience in a call center environment preferred
Previous experience as a lead; developing and implementing processes required
IEX TotalView experience desired
Proficiency with MS Office ( Intermediate to advanced experience with reporting in Excel and Access) required
Project management experience preferred
Flexibility to work evening and weekend hours
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 - 2 years ago
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