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Workforce Analyst – San Juan PR

UnitedHealth Group

This is a Full-time position in San Juan, TX posted July 8, 2021.

You’ll join a high caliber team where you’re assisting, educating, problem-solving and resolving tenuous situations to the best possible outcomes.

Bring your people skills, emotional strength, and attention to detail.

In return we offer the latest tools and most intensive training program in the industry.

Get ready to start doing your life’s best work.


Positions in this function are responsible for monitoring, tracking, and communicating Agent/representatives adherence to schedules to support Vendor staffing to interval level staffing requirements.

The Workforce Analyst will be able to provide explanation and accurate reporting data on actual staffing variance to staffing requirements and actual staffing variance to IDP at any time; and specify the contingencies in place to fill any gap(s).

Primary Responsibilities:
Speak to projected and actual staffing performance against staffing requirements and IDP commitments at any time at an interval/intraday, daily, and weekly level Maintain Agent schedule optimization within current day including break/lunch movement and shift/DOW adjustments and related communication to ensure interval level staffing requirements are met Monitor real-time data for Agent scheduled versus actual activity Execute RTA Call outs and associated real time follow-up with Vendor Operations for individual Agent activity issue resolution Communicate information from Vendor to UHS via Microsoft Teams real-time chat and e-mail
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.


Required Qualifications:
High School Diploma or higher degree completed 1+ years of experience in a real time monitoring role Previous experience in call center setting Experience with Microsoft Tools: Microsoft Word (creating memos, writing), Microsoft Outlook (setting calendar appointments, email) and Microsoft Excel (creating/editing spreadsheets, filtering, navigating reports) Experience working with NICE IEX WFM or similar WFM scheduling tool Ability to work 40 hours / week during standard business operating hours Monday
– Friday from 9am
– 6pm Bilingual Spanish / English You will be asked to perform this role in an office setting or other company location.

Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener prior to entering the work site each day, in order to keep our work sites safe.

Employees must comply with any state and local masking orders.

In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained.

Preferred Qualifications:
Background in reporting and data reconciliation
Careers with Optum.

Here’s the idea.

We built an entire organization around one giant objective; make the health system work better for everyone.

So when it comes to how we use the world’s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve.

Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential.

For you, that means working on high performance teams against sophisticated challenges that matter.

Optum, incredible ideas in one incredible company and a singular opportunity to 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.

Job Keywords: Workforce Analyst, Workforce management, NICE IEX, WFM, San Juan, PR

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