We have an opportunity for a Sr Workforce System Analyst to work with our Workforce Effectiveness group to maintain and execute on the Workforce Vision of "Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company." This is a telecommute role. As a Sr Workforce System Analyst, you will grow and develop as you streamline our systems and reporting. You will be challenged to work with both sides of the team to integrate technology that is very important to short and long range workforce management planning. As part of this elite team, you will be empowered to impact the health care system through streamlining technology and presenting recommendations for business solutions. Join us! There's never been a better time to do your life's best work.(sm) Primary Responsibilities:Streamline and automate systems and reports that are currently performed manuallyDemonstrate an understanding of data modeling (relationships, data types, tables, etc.) and analytics concepts (queries, reporting, association of data sources) Interpret requirements and translate them into data requirements (interfaces, data transformation, etc.) for complex projects Collect and interpret data from various internal and external sources; prepare and compile data Demonstrate familiarity in using modeling and reporting tools and how to use them during the analysis process (e.g. SQL and/or Business Objects tools)Design and/or develop specific databases for collection, tracking, and reporting to facilitate analysis Design and develop reports using software packages including but not limited to Reporting Services, Business Objects, Crystal Reports and Tableau, Data mapping (e.g. between source and target databases; mapping screen fields to database columns) Provide insight into areas of opportunity on metrics and/or the efficient use of resources using data Drive a culture of root cause analysis, with a focus on removing variation from the system and removing defects from processes Manage cross-functional interdependencies Improve processes to optimize performance and value over time Be a strong change agent and resilient to roadblocks Anticipate customer needs and proactively identified solutions Solves complex problems on own; proactively identifies new solutions to problems Plan, prioritize, organize, and complete work to meet established objectives
Required Qualifications:Bachelor's Degree or 3 additional years of related work experience3+ years of experience working in service operations center, call center or Workforce Management2+ years of experience working with Workforce Management software (such as IEX, Aspect, Workforce Management IEX, Blue Pumpkin)2+ years of experience working in systems administration or reporting1+ years of experience leading or managing projectsIntermediate proficiency with SQL or similar software, and Access or similar softwarePreferred Qualifications:General understanding of call center systems telecom hardware (PBX, ACD, IVR) and understanding of call software tools and programming requirements (CMS modifications, vector scripting) Analytical skills, advanced statistical analysis skills and excellent written and verbal communication skillsProven track record of identifying defects and process variation, and working to improve processes and reduce defectsSuperior planning and organizational skills that effectively allocate and manage resources across the siteExperience scheduling, conducting planning meetings, and managing capacityStrong problem solving skills that enable quick identification and efficient resolution of issuesCareers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.(sm) Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. Keywords: Workforce System, workforce management software, IEX, Aspect, Blue Pumpkin, call center, Telecommute, work from home
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.