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Estamos creando oportunidades en cada rincón del mercado de salud para mejorar vidas mientras construimos carreras. Y eso significa oportunidades de crecimiento profesional continuo para usted. Mientras le apoyamos con las últimas herramientas, capacitación avanzada y la fuerza unida de los compañeros de trabajo de alto calibre, usted puede continuar siguiendo el camino del mejor trabajo de su vida. SM
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life’s best work.SM
As a Real-Time Analyst you’ll need to ensure consistent methodologies are followed to maintain quality and support the preparation of ad hoc analysis that enables strong understanding of the business. You’ll also create all production-based reporting and ensure achievement of all metrics for telephone quality assurance.
Formal Requirements:
- Bachelor’s degree
- 6+ months of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis and/or Blue Pumpkin.
- MS Excel, BI, SQL certifications
- English Proficiency
- 1.5+ years of experience working in a call center and/or transaction site
- 6+ months of WFM experience and Real Time Management abilities.
Required Skills:
- Intermediate level of experience with MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.) and MS Word
- Ability to work a flexible schedule, including weekends
- Open in working on a Night Shift
Main Responsibilities:
- Queue management ensuring calls/transactions are being managed
- Further optimization of scheduled activities and adjusting based on OOO shrinkages
- Send of interval and productivity reports to spread awareness about the program status in production
- Flag of the queue and out of adherence and ensuring agent productivity and efficiency
- Attendance tracking and reporting
- Recommend mitigation plans such as AHOD and overtimes if needed
- RCA and deep dive analysis for failure of meeting SLA
- Daily IDP calls
- Weekly scheduling calls
- Keep intact communication with Operations/Onshore WFM partner
- Efficient skilling of associates based on their profiles
- Send day-end reports
Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.
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.
Keywords: WFM, Real Time Analyst, Data, Workforce Management, Reporting, Bilingual, BPO, Call Center, Bogota, Colombia.
País CO
