Senior Contact Center Workforce Analyst - Kelsey Seybold Clinic - Patient Access Center - Remote

Explore opportunities with Kelsey-Seybold Clinic, part of the Optum family of businesses. Work with one of the nation's leading health care organizations and build your career at one of our 40+ locations throughout Houston. Be part of a team that is nationally recognized for delivering coordinated and accountable care. As a multi-specialty clinic, we offer care from more than 900 medical providers in 65 medical specialties.

About the role

The purpose of this position is to support the call center's scheduling, operational future, and real-time management functions, along with providing the same support to departments outside of the call center. The Contact Center Sr. Workforce Analyst is responsible for producing call volume forecast and staffing requirements, as well as tracking and reporting critical performance information. This role involves developing and maintaining staff work schedules, managing real-time schedule exception entry, skill assignments, and call center service levels. Additionally, this position mentors and uptrains workforce analysts, and educates call center support teams on the functions of WFM and WFM tools.

You'll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. For hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

Responsibilities

• Produce call volume forecasts 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 WFM functions and tools
• Perform high-level, in-depth tasks and analysis to forecast, plan, and staff the call center appropriately
• Build relationships with departments outside of the call center

Requirements

• Bachelor's degree or equivalent experience
• 5+ years of experience with forecasting in a contact center environment OR 5 years of experience in operating 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

Qualifications

• College degree in Business, Operations Research, Statistics, or related area
• 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 Excel skills

All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Skills

• High initiative and solid dedication to detail
• Ability to adjust quickly to a changing environment
• Strong analytical and problem-solving skills
• Excellent communication and relationship-building skills

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)

Pay

The salary for this role will range from $72,800 to $130,000 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, and certifications. We comply with all minimum wage laws as applicable.