Workforce Representative

Primary Responsibilities:
*Analyzes and investigates
*Provides explanations and interpretations within area of expertise
*Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, root cause analysis)
*Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences (e.g., agents, management)
*Communicate findings of data analyses and recommendations to appropriate stakeholders (e.g., presentations)
*Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, NOC, Planning/ Forecasting)
– High school education or equivalent experience.
Qualifications:
*Undergraduate degree or equivalent experience
*At least 2 years of experience in reporting and analytics
*Must have – Intermediate to Advance Excel, Access, Excel dashboarding experience.
*Proficient in using SQL, OBIEE, Tableau, Power BI, Python.
*Can manage huge amounts of data in Excel and use SQL in pulling queries from these Excel files
*Experience in developing dashboards, visualizations and understandable reports for the business
*Demonstrate understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence)
*Experience working in the BPO/Contact Center Industry
*Good analytical skills with experience collecting, organizing, analyzing, and disseminating abundant information with accuracy
*Excellent communication, collaboration, time/project management, problem solving, organizational, and analytical skills.
Careers with Optum. Here’s the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world’s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life’s best work.^SM

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.