IEX Consultant - Minnetonka, MN

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.UnitedHealthcare, a UnitedHealth Group company, provides network-based health and well-being benefits and services for employers and consumers nationwide. We use our strength, diversity and innovation to improve the lives of the more than 18 million people who receive our unique products and services. And our endless pursuit for excellence in everything we do extends to your career as well. Join us today for an inspired and purposeful mix of professional growth opportunities and personal rewards. Primary Responsibilities: Works with site WFM teams to strategize, develop and deliver a sound vision and implementation plan utilizing IEX TotalView for Inbound and Outbound contacts (both phone and non-phone). Establishes training systems that will help support WFM goals; measuring performance and ensuring consistent operational performance against targets. Travel to each contact center site may be necessary. Manages priorities against current and forecasted performance conditions, resource availability and client requirements; quickly adjusting to changes in the environment in a responsive and balanced manner. In collaboration with the local workforce management teams, ensure that TotalView is configured appropriately and that future upgrades are implemented efficiently across the network.  Maintains detailed knowledge base of WFM operations and procedures to assure that succession planning can be as seamless as possible.  Establishes standards and communicates areas of accountability and performance expected of personnel.  Identify opportunities for improvement where required, and monitor progress towards goals and objectives. Fosters a cooperative and harmonious working climate conducive to maximizing employee morale and productivity.  Maintains a favorable working relationship with peers and all other company employees outside of the call center. Qualifications: BA / BS degree and/or 3 to 5 years experience working in a call center required. 3+ years experience with IEX or similar workforce planning software required. 2+ years of experience in Workforce Management required. 2+ years of leadership experience working in a call center, preferably in Workforce management. 2+ years experience managing people or working through others required. Project management experience preferred. Proficiency with MS Office (e.g.  Excel, Access) preferred. Technical understanding of telecom hardware (e.g., PBX, ACD, IVR) preferred. Understanding of call center planning and routing software and programming requirements (e.g. CMS modifications, vector scripting) preferred. Knowledge of Human Resource policies and procedures preferred.  Diversity creates a healthier atmosphere:  equal opportunity employer M/F/D/V. UnitedHealth Group is a drug-free workplace.  Candidates are required to pass a drug test before beginning employment