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National Operations Analyst / BPA - Minnetonka, MN

Expired Job

Unitedhealth Group Inc. Minnetonka , MN 55345

Posted 2 months ago

Think of this as a triple play. You have Fortune 6 global operations. You have a complex, matrix organization with dozens of interrelated business units. And you have a fast-paced, intense culture where everyone is pushing the envelope. Now, you can step into this challenge and help create new business process solutions that raise the performance of our health care system for years to come. As a Business Process Analyst, you'll be in the driver's seat on vital projects that have strategic importance to our mission. If you're ready to play in the big leagues, it's your move.

In this position, you will be responsible for assisting in the management of Contact Center tools and databases. You will work with Workforce Management partners and tool administrators to ensure tool stability, project creation and workflow monitoring. You will be the central point communication tool stability for call operations. Your focus includes pre-planning and execution, provided ad hoc and reoccurring communication updates, and performance cost optimization and delivery. You will maintain and execute on the vision of "Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company".

Primary Responsibilities:

  • Maintain workforce management software and tools to provide partners ability to manage intra-day staffing levels and to determine the most effective methods for staffing adjustments

  • Create and maintain call center tools that observe agents actual state compared to agents scheduled state, and provide recommendations/actions based on those observations

  • Gain an understanding of the technical and business solutions that support is being provided for

  • Prepare and maintain reporting databases, dashboards and monthly packages

  • Provide training on report, dashboard and package development to team members and management as needed

  • Partner with the National Operation Center and Workforce Staff on Workforce Management policies, procedures, and best practices; Act as a peer mentor/peer lead

  • Drive innovation and process improvement within Workforce Management

  • Perform ad hoc reporting and analysis as needed to improve overall performance of the call center, and enable strong understanding of the business

Required Qualifications:

  • Experience with InfoPath forms
  • 2 years of experience in MS Office database creation and management
  • 2 years of experience in process improvement, workflow, benchmarking and/or evaluation processes
  • 2 years of experience in operational and/or procedural aspects of a call center experience.

Preferred Qualifications:

  • BA/BS Degree

  • Workforce Management experience

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

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: UnitedHealthcare, Minnetonka, Workforce Management, Contact Center, Call Center, Business Process Analyst, BA, BPA, UHC, UHG

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National Operations Analyst / BPA - Minnetonka, MN

Expired Job

Unitedhealth Group Inc.