Workforce Analyst - Greensboro, NC

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.Uniprise is the pre-eminent supplier of health benefits solutions to the largest and most sophisticated purchasers in America. During the past decade, we have built a reputation for providing innovative, customized and highly integrated information, technology, benefits management and financial services solutions to the health and well-being marketplace.  Through our innovative businesses, our unique capabilities and our highly integrated breadth of services across UnitedHealth Group, Uniprise is in an unparalleled position to help positively transform the health care experience.Primary Responsibilities: Responsible for the successful scheduling and intra-day management of Call Center skills, with a focus on results. Working with Site Leadership with focus on pre-planning and execution, driving to meet customer commitments while maintaining a high level of efficiency, a reduction in variation, and focus on cost minimization. Compare Key Performance Metrics (KPI’s) on a daily, intra-daily, weekly, monthly, and annual basis understanding root cause of variation. Monitor staff adherence to work schedule, improving agent availability to the customer, and working with Site Leadership to manage outliers where necessary. Monitor volume, AHT, and staffing trends to forecast, ensuring understanding of variation, working to solve for staffing gaps whether in planning process or intra-day management. Serve as the site forecasting resource, providing data and feedback to National Forecasting Team, to improve overall forecasting accuracy. Adjust workforce requirements based on changing/dynamic forecasts. Daily delivery of CMS Reports to the Workforce Manager. 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. 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 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.Qualifications: High school diploma required. Minimum of 6 months performing in a fast paced, high volume Call Center Environment within a Workforce team.   Workforce applications required — IEX TotalView, CMS. Strong understanding of Excel and Access is desired, with experience in creating ad hoc reports. Operational knowledge of call centers. General understanding of call center systems telecom hardware (e.g., PBX, ACD, IVR) preferred. Understanding of call software tools and programming requirements (e.g., CMS modifications, vector scripting) preferred. Adaptable and able to move with change while maintaining a positive attitude.  Diversity creates a healthier atmosphere:  equal opportunity employer M/F/D/V.