Workforce Manager - St. Louis, MO

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.






Ovations, a UnitedHealth Group company, is dedicated to improving the health and well being of Americans over 50. We currently serve over 3.6 million individuals across the nation, helping to address their unique needs for preventive and acute health care services, deal with chronic conditions, and access to care and services. Come to Ovations and discover the rare combination of a rewarding career and the opportunity to make a difference in people's lives.


 


As part of an extended call center network, this versatile position offers plenty of opportunities for advancement. We're looking for a strong leader with excellent problem solving skills to drive process improvements.


 


Job responsibilities:


Managing the workforce forecasting, scheduling and load balancing for all call activities.

Developing and maintaining a schedule for all customer care-based work.

Analyzing call volume patterns to manage work shifts, lunches and breaks.

Adjusting workforce requirements based on changing forecasts.

Ensuring schedules coincide with forecasts on a regular basis.

Identifying opportunities for improvement and recommending solutions.

Identifying call volume trends and averages.

Collaborating with other leadership staff to identify business opportunities based on analysis of reports.

Providing leadership to Workforce Analysts and Coordinators.

Maintaining communication channels regarding events that impact call volumes.

Advising Site Director regarding forecasting / planning based on actual experience and trend analyses.

Partnering with staff and leadership (e.g., Site Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis of reports.

Developing and maintaining business continuation / disaster recovery plans for site.

Recruiting and hiring workforce analysts; Manage the team to obtain desired performance; Provide formal and informal performance feedback on an ongoing basis.


 




Job Qualifications:


Analytical skills.

Advanced statistical analysis skills.

Written and verbal communication skills.

Business focus - understanding of company's vision, mission and strategy to achieve long and short term goals.

Adaptable and able to move with change while maintaining a positive attitude.

Dependable and consistent.

Superior planning and organizational skills that effectively allocate and manage resources across the site.

Strong problem solving skills that enable quick identification and efficient resolution of issues.

Highly respected individual with ability to influence others and build strong relationships.

BA / BS degree and / or 3 - 5 years experience working in a call center.

Strong business, operational and procedural knowledge of a call and / or claim center.

Experience processing, forecasting, staffing and scheduling calls / claims.

Project management experience.

Experience managing people or working through others.

Proficiency with MS Office (e.g., Word, Excel, Access, PowerPoint) and familiarity with Windows NT.

Technical understanding of telecom hardware (e.g., PBX, ACD, IVR).

Understanding of call software tools and programming requirements (e.g., CMS modifications, vector scripting).

Knowledge of Human Resource policies and procedures.

Experience in development and delivery of reports.




Call center and workforce management experience required.




A background supervising others is also a must.




Healthcare experience is preferred.




Working knowledge of call center hardware is a plus.


Diversity creates a healthier atmosphere:  equal opportunity employer M/F/D/V