Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration, and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Manage staffing levels to meet business needs on a day - to - day basis
• Create shift schedules in WFM system
• Ensure proper daily staffing levels to meet established metrics (e.g., performance guarantees, hours of operation, voluntary time unpaid, mandatory overtime), utilizing applicable action steps / playbooks
• Demonstrate understanding of applicable business strategies, goals, and processes as they relate to workforce management
• Demonstrate understanding of call routing processes and skill designs (e.g., holiday hours, emergencies, multi - skilling, multi - channel work requirements, etc.)
• Manage bidding processes (e.g., PTO bidding, shift bidding.)
• Ensure real - time schedule adherence and skill priorities
• Ensure that employee schedules are kept up to date in NICE IEX, reflecting all daily events, vacations, absences, etc.
• Deploy / redeploy resources in real time to meet current business levels / needs (e.g., re - skilling, real - time skill management)
• Monitor attendance / schedule adherence, and take action as needed (e.g., update schedules, realign resources, notify Contact Center management of upcoming issues)
• Optimize scheduling in real time, as needed (e.g., task work, breaks, same - day PTO)
• Monitor / analyze workforce metrics / data
• Run daily reports, communicate results, and back up WFM Analysts
• Produce daily business impacting decisions or recommendations regarding staffing
• Partner with stakeholders when new agents will come onboard and create schedules based on forecast requirements
• Assist with historical data analyses of performance data to identify trends / patterns, and make appropriate recommendations (e.g., call volumes, intra - day patterns, root cause analysis)
• Utilize / support workforce management technology (Maintenance and configuration to WFM system; activity code creation/maintenance, time off rules, Web Station, etc.) to meet evolving business needs
• Educate others on the proper use of workforce management technology on an ad hoc basis
• Advise and respond to leadership's questions regarding schedules, queues, conditions, or other general aspects of WFM, provide training to new hires or other agents on WFM processes

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:

• High School Diploma/GED or 2+ years of experience in a professional office/clerical environment
• 1+ year experience working in a call center
• Intermediate level of proficiency with MS Excel and Word (i.e., creating spreadsheets, v-lookups, pivot tables, SQL, etc.)
• Ability to work a flexible schedule, including weekends or on-call support occasionally (overtime is offered)
• Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 8:30pm EST
• Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation.

Preferred Qualifications:

• 1+ year WFM experience
• 1+ year experience with workforce systems such as NICE IEX, Pure Connect, Avaya
• Ability to work in a fast-paced environment and make decisions

To protect the health and safety of our workforce, patients, and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state, and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care 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)

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

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $18.17 to $38.56. The salary range for Connecticut / Nevada residents is $20.00 to $35.53. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives

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.

#RPO, #Green