Traffic Workforce Representative
UnitedHealth Group
Bangalore, India
25m ago

Position Description

The Real Time Analyst monitors, analyzes and responds to real-time Inbound / Outbound call management situations.The Analyst decides what actions to take, and implements the necessary actions.

In addition, communicates contingency plans in both low and high IB / OB call volume situations. This role serves as the primary contact for our call centers and is empowered to make decisions.

The analyst will analyze data to make decisions real-time on the day-to-day operations in order to maximize work, resources and productivity.

This person is responsible for coordination of scheduling; call volume monitoring and agent skilling to meet goals.

Responsibilities :

  • Use workforce management software and call volume history to help manage intra-day staffing levels to determine the most effective methods for staffing adjustments
  • Utilizes WFM tool to observe agent adherence and compare to agent scheduled state
  • Manage real-time call traffic to help ensure that service levels are met and OB campaigns are completed
  • Makes recommendations for OT when volumes exceed staff capacity
  • Gain an understanding of the technical and business solutions : optimized schedules, forecasts and other tools and present them to management
  • Analyzes daily and weekly performance to make recommendations on overtime needs and cross skills to optimize resource utilization and productivity
  • Communicates with all levels of management to provide direction and / or results of resources and skilling movement.
  • Prepare and maintain reports, dashboards and monthly packages.
  • Gain familiarity with analysis and ensure consistent methodologies are followed to meet service level goals and outbound completion.
  • Prepare ad hoc analysis that enables strong understanding of the business
  • Provide training report, dashboard and package development to team members and management as needed
  • Demonstrates initiative, adaptability and decisiveness
  • Lead morning touch base call with call centers and highlights data review with leaders
  • MAJOR RESPONSIBILITIES

    Monitor call volumes and make real time decisions regarding staffing and agent skilling changes

    Makes good business decisions with resources and coordinates across multiple call centers

    Ensure the proper administration of the workforce management tool

    Update schedule exceptions accurately and timely in WFM tool

    Primary point of contact for call centers when IB / OB issues arise

    Update schedules that are aligned to the forecasted call / workload to support the business

    Assist with shift bids, new hire bids, and team assignments

    Update all off phone activities such as team meetings, coaching, and training etc.

    Real time management of shift realignments, overtime planning, and overtime implementation

    Plan and manage shrinkage requirements and paid time off (PTO) limits based on historic data to help ensure service level are met.

    Assist with creating tracking documents, conduct analysis and report results to leadership

    Performs other duties as required.

    Analysts in this function are responsible for all scheduling, call volume monitoring and skill adjustment. Responsible for determining and communicating work schedules, resources for various call queues.

    Work with site leaders to ensure adequate staff, contingency plans and workflow monitoring.

  • Extensive work experience within own function.
  • Work is frequently completed without established procedures.
  • Works independently.
  • May act as a resource for others.
  • Requirements :

    2yrs+ Workforce Management experience

    2yrs + Experience with a workforce management tool (NICE IEX, Aspect, Verint)

    1+ year experience working in a call center and / or transaction site

    Experience trending and analyzing data

    Ability to work in a fast paced environment and make decisions

    Proficient with MS Excel and Word (i.e. creating spreadsheets, v-lookups, pivot tables, Sequel etc)

    Ability to work from home as needed to handle limited / occasional weekend or on call support

    2yrs+ Workforce Management experience

    2yrs + Experience with a workforce management tool (NICE IEX, Aspect, Verint)

    1+ year experience working in a call center and / or transaction site

    Experience trending and analyzing data

    Ability to work in a fast paced environment and make decisions

    Proficient with MS Excel and Word (i.e. creating spreadsheets, v-lookups, pivot tables, Sequel etc)

    Ability to work from home as needed to handle limited / occasional weekend or on call support

    Under Graduate / Graduate having 2 plus years experience in workforce

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