Contact Center Workforce Analyst - Kelsey-Seybold Clinic - Patient Access Center - Pearland

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. Take on a rewarding opportunity to help drive higher quality, higher patient satisfaction and lower total costs. Join us and discover the meaning behind Caring. Connecting. Growing together.
The purpose of this position is to support the call center's scheduling, operational future and real-time management functions.
The Contact Center Workforce Analyst is responsible for developing and maintaining staff work schedules as well as managing real time schedule exception entry, skill assignments and call center service levels. Additionally, this position is responsible for producing call volume forecasts, workload and staffing requirements as well as tracking and reporting critical performance information. This position requires the ability to perform high-level, in-depth tasks and analysis needed to forecast, plan and staff the call center appropriately, and to achieve performance goals consistently. The individual in this role will need to have a strong dedication to detail and the ability to adjust quickly to a changing environment in order to be successful.
If you are located in Texas, you will have the flexibility to work remotely* as you take on some tough challenges.
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:

• College degree or 3+ years experience in a call center environment
• 2+ years of experience with forecasting in a contact center environment
• Hands on operating experience with a Workforce Management System
• Hands on experience with a contact center reporting system
• Contact center experience

Preferred Qualifications:

• 1+ years of experience with Verint/Blue Pumpkin WFM
• 1+ years of experience with Avaya systems
• 1+ years of experience providing leadership support to contact center staff as well as 1st level supervisors

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $28.94 to $51.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
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.
OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.