Job: Call Center Traffic/Workforce Manager - Chico, CA

This posting has expired and is no longer available.

Jobing Description

Position Description:

Responsible for all scheduling, call volume monitoring and staffing adjustments for 450+ seat call center. Responsible for determining and communicating work schedules, resources for various call queues, call performance (Service Level and ASA) and Performance Guarantees. Works with site leaders to ensure adequate staff, contingency plans and consistent workflow monitoring.


Primary Responsibilities:

• Manages and is accountable for professional employees and/or supervisors


• Sets team direction, resolves problems and provides guidance to members of own team


• Impact of work is most often at the operational or local business unit or market level


• Adapts departmental plans and priorities to address business and operational challenges


• Influences or provides input to forecasting and planning activities


• Identifies and resolves technical, operational and organizational problems outside of own team


• Product, service or process decisions are most likely to impact multiple groups of employees and/or customers (internal or external)

UnitedHealthcare Employer & Individual is part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system.

When you work with UnitedHealthcare Employer & Individual, what you do matters. It's that simple...and it's that challenging.

In providing consumer-oriented health benefit plans to millions of people, our goal is to create higher quality care, lower costs and greater access to health care. Join us and you will be empowered to achieve new levels of excellence and make a profound and personal impact as you contribute to new innovations in a vital and complex system.

Regardless of your role at UnitedHealthcare Employer & Individual, the support you feel all around you will enable you to do what you do with energy, integrity, and confidence. So take the first step in what is sure to be a fast paced and highly diversified career.

Skills / Requirements

Requirements:

• 3+ years experience working in a call center


• 2+ years of experience in Workforce Management


• 2+ years of leadership experience working in a call center, preferably in Workforce


• High School Diploma or GED required; Bachelor's Degree preferred

Assets:

• IEX TotalView (or similar Workforce Management software) experience highly desired


• Strong business, operational and procedural knowledge of a call center


• Proven Track record of leading change, driving performance, and reducing operational defects


• Project management experience


• Understanding of call center forecasting, planning and routing software and programming requirements (e.g., Avaya CMS, Totalview IEX)


• Proficiency with Microsoft Office (e.g., Excel, PowerPoint and Access)


• Statistical analysis skills


• Six Sigma or similar methodology a plus

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



UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.