Workforce Analyst - Oldsmar, FL

    • Palm Harbor, FL

Position Description

We have an opportunity for a Workforce Analyst to work with our Strategic Planning and Analytics Workforce team to maintain and execute on the Workforce Vision of "Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company."

As a Workforce Analyst, you will grow and develop as you conduct and manage outcomes of various studies. You will be challenged to analyze, review, and forecast data for operational and business planning. As part of this elite team, you will be empowered to impact the health care system through the analysis and interpretation of data, and presenting recommendations for business solutions. Join us! There's never been a better time to do your life's best work.(sm)

If you are located in Oldsmar, FL , you will have the flexibility to telecommute as you take on some tough challenges.

Primary Responsibilities:

  • Provide information/updates/tracking of projects and tools to operational business partners
  • Collaborate with cross functional Workforce and operational teams
  • Find creative solutions to complex problems through data management and analytics
  • Provide written, visual, and oral communications to all levels of leadership
  • Provide insight into areas of opportunity on metrics and / or the efficient use of resources using data
  • Improve processes to optimize performance and value over time
  • Be a strong change agent and resilient to roadblocks
  • Anticipate customer needs and proactively identify solutions
  • Plan, prioritize, organize, and complete work to meet established and evolving objectives and timelines.

Demonstrated Skills:
  • Analytical skills
  • Statistical analysis skills
  • Excellent written and verbal communication
  • Ability to package and present complex information to all levels of leadership
  • Ability to work independently with minimal direction
  • Collaboration with cross functional teams/individuals to drive desired outcomes and change
  • Strong problem solving skills that enable quick identification and efficient resolution of issues
  • Ability to juggle multiple priorities and meet evolving timelines and priorities

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.

Required Qualifications:
  • Undergraduate degree or equivalent work experience
  • 1+ years of experience in service operations center, call center or Workforce Management
  • 1+ years in using analytical and communication tools to present information (Excel, PPT, etc.)

Preferred Qualifications:
  • 2+ years of experience working in systems administration or reporting
  • Understanding of call center systems telecom hardware (PBX, ACD, IVR), call software tools and / or programming requirements (CMS modifications, vector scripting)
  • Proven track record of identifying defects and process variation, and working to improve processes and reduce defects (Six Sigma, Lean, etc)
  • Prior health care industry experience
  • 1+ years of experience with Workforce Management software (such as IEX, Aspect, Workforce Management IEX, Blue Pumpkin)

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your

energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.(sm)

All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Job Keywords: Workforce, service operations center, call center, Workforce Management, Excel, PowerPoint, systems administration, reporting, telecom hardware, call software, CMS, vector scripting, defects, process variation, Six Sigma, Lean, healthcare, IEX, Aspect, Bl

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