At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.
In this role, you will oversee call volume and customer experience through intraday management and allocation of workload. The role is essential for implementing contingency plans and monitoring workflows. It optimizes efficiency while enhancing caller experience throughout the week. The position recommends optimal resources for call queues, manages volume distribution between vendors and domestic staff, mitigates system outages by escalating issues to IT, and supports BCP execution to minimize impact on constituents.
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Primary Responsibilities:
Real-Time Analysis
- Utilize call center tools to compare the actual performance of agents with their scheduled performance, providing actionable recommendations based on these observations
- Manage real-time inbound call traffic across multiple contact center locations to ensure that Key Performance Metrics (e.g., Average Handling Time, Service Level, and Minimum Staffing Requirements) are achieved. Continuously monitor staffing trends to forecast needs, understand variations, and address staffing gaps through effective planning and intra-day management
- Prepare and maintain comprehensive reports and dashboards
- Conduct ad-hoc reporting and analysis as necessary to enhance the overall performance of the call center and facilitate a thorough understanding of business operations
Technology Support
- Serve as the primary advocate for contact centers during technical issues, responsible for reporting technology-related challenges and their impacts on staff and clients
- Promote innovation and drive process improvements
- Champion the implementation of new initiatives and strategies within the National Operations Center and broader business context
Emergency Management/Weather Liaison
- Monitor global weather conditions to assess their impact on contact centers
- Advocate for Business Continuity Plans in collaboration with relevant business units
- Adjust call center traffic in accordance with established Business Continuity Plans
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:
- Proven ability to multitask and prioritize based on real time factors
- Proven ability to work independently and in a team atmosphere
- Demonstrated solid, professional communication skills (Verbal and Written)
- Demonstrated solid critical thinking skills
- Ability to work on-site within the command center, with some remote opportunities
- Ability to work an 8-hour shift, Monday - Friday; between the hours of 7:00am and 6:00pm; with some weekends and holidays on a rotation basis
Preferred Qualifications:
- 1+ years of experience with operational and/or procedural aspects of a call center
- 1+ years of contact/call center experience (i.e. Omni Channel, etc.)
- 1+ years of experience with process improvement and streamlining processes
- 1+ years of problem solving experience
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
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.