[Remote] Senior Contact Center Workforce Analyst - Kelsey Seybold Clinic - Patient Access Center - Remote
Note: The job is a remote job and is open to candidates in USA. Optum is part of Kelsey-Seybold Clinic, a leading health care organization in the U.S. The Senior Contact Center Workforce Analyst will support call center scheduling, operational management, and provide analytics to drive performance and quality in patient care. This role involves forecasting call volume, managing staff schedules, and mentoring workforce analysts to ensure optimal call center operations.
Responsibilities
- Support the call center's scheduling, operational future, and real-time management functions
- Produce call volume forecast and staffing requirements
- Track and report critical performance information
- Develop and maintain staff work schedules
- Manage real time schedule exception entry, skill assignments, and call center service levels
- Mentor and uptrain workforce analysts
- Educate call center support teams on the functions of WFM and WFM tools
- Perform high-level, in-depth tasks and analysis needed to forecast, plan and staff the call center appropriately
- Build relationships with departments outside of the call center
Skills
- Bachelor's degree or equivalent experience
- 5+ years of experience with forecasting in a contact center environment OR 5 years of experience in operating experience with a Workforce Management System OR 5 years of experience with a contact center reporting system
- Experience using Microsoft Office, PowerPoint, and Excel
- Fluent in both verbal and written English
- College degree in Business, Operations Research, Statistics, or related area
- Experience using Microsoft Office, PowerPoint, and Excel
- Experience with Calabrio WFM tool
- Experience with Avaya systems
- Crystal report experience
- Experience providing leadership support to contact center staff as well as 1st level supervisors
- Advanced in Excel
- All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Benefits
- A comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution (all benefits are subject to eligibility requirements)
- Flexibility to work remotely rom anywhere within the U.S.
- Development for other roles you may be interested in
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