Traffic/Workforce Representative - Waterloo, IA

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:  Daily delivery of CMS Reports to the Workforce Manager, to assist in the successful forecasting and scheduling of Customer Service Representatives Support Workforce Management in the site by analyzing report data and follow up with Workforce Manager on any related issues Schedule adherence at the site Assist with training of staff on Workforce Management policies and procedures Assist in the successful forecasting and scheduling of customer contact activities across the site Accountable for providing statistical info from each site to the Workforce Manager Compare actual results to forecasts on a daily, intra-daily, weekly, monthly, and annual basis Print historical data and  forecasting results in a graphic report Monitor staff adherence to work schedule; generate and deliver adherence/compliance reports for the management team Generate standardized reports Create and maintain real, historical, and custom reports (e.g., CMS) Monitor incoming calls throughout the day and make adjustments to schedules or skill assignments as needed to ensure proper coverage. Monitor staff adherence to schedules and workforce management polices and procedures and provide feedback to supervisors and trainer on a daily basis. Serve as the site forecasting resource Ensure forecasts are generated on a daily, intra-daily, weekly, monthly, and annual basis for all workgroups Capture and store historical statistics (e.g., ACD) Identify call and claim volume trends and averages on a monthly and quarterly/seasonal (when necessary) basis Reforecast when necessary Responsible for preparing and maintaining the site work schedule Ensure schedules are generated on a regular basis that coincide with the forecast Adjust workforce requirements based on changing/dynamic forecasts Schedule all transaction based work (e.g., calls, claims, adjustments, correspondence, training, town meetings) Analyze call volume patterns to manage work shifts, lunches, and breaks Qualifications: High school education or equivalent experience  6 months - 1 year call center and/or claim processing forecasting, staffing, and scheduling experience required 1+ years experience PC skills required (e.g., Word, Excel, Access, PowerPoint) required 6+ months of claim and call software tools and programming requirements (e.g., CMS modifications, vector scripting) preferred 6+ months experience of statistical analysis skills preferred Operational knowledge of call and claim centers preferred Technical understanding of claims processing hardware preferred Technical understanding of telecom hardware (e.g., PBX, ACD, IVR) 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.