Manager Traffic- Workforce - Remote

Careers at UnitedHealth Group

We're creating opportunities in every corner of the health care marketplace to improve lives while we're building careers. At UnitedHealth Group, we support you with the latest tools, advanced training and the combined strength of high caliber co-workers who share your passion, your energy and your commitment to quality. Join us and start doing your life's best work. SM

Clinical

Compassion. It's the starting point for health care providers like you and it's what drives us every day as we put our exceptional skills together with a real feeling of caring for others. This is a place where your impact goes beyond providing care one patient at a time. Because here, every day, you're also providing leadership and contributing in ways that can affect millions for years to come. Ready for a new path? Learn more, and start doing your life's best work. SM

Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you'll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility and across our global economy. Join us and find out why this is the place to do your life's best work. SM

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)

We have an opportunity for a Delivery Workforce Manager to work with our Workforce Effectiveness team to maintain and execute on the Workforce Vision of "Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company."

As a Delivery Workforce Manager, you will grow and develop as you conduct and manage outcomes of various studies. You will be challenged to analyze, review, and forecast data for operational and business planning. As part of this elite team, you will be empowered to impact the health care system through the analysis and interpretation of data and presenting recommendations for business solutions. Join us! There's never been a better time to do your life's best work.(sm)

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:
  • Lead a team of delivery senior analysts/analysts in support of operational business units, finance partners, and key stakeholders throughout the organization.
  • Provide tactical execution of the financial plan down to resource utilization/execution
  • Drive the execution of daily plans to meet SLA's, capacity needs, and workflow management for internal and vendor business units.
  • Lead the execution of short-range forecasts, scheduling requirements, and goals to assure appropriate capacity/staffing coverages.
  • Drive real time "in the game" strategic decisions to maximize efficiencies and fiscal responsibility.
  • Present and explain complex real time strategies, in common language, to senior leadership to inform, build trust, and gain support
  • Decipher and strategize the juggling of multiple (sometimes conflicting) priorities
  • Drive vendor relationships to ensure real time accuracy of staffing and reporting.
  • Manage Busines Continuity Processes and Procedures
  • Create mechanisms to quickly on-board new talent
  • Lead innovative, metric driven processes/projects to drive excellence
  • Manage cross - functional interdependencies
  • Be a strong change agent and resilient to roadblocks
  • Anticipate customer needs and proactively identify solutions
  • Make decisions autonomously with little direction to identify/solve complex problems

Demonstrated Skills:
  • Ability to assess and build talent into high performing work teams.
  • Effective coach providing feedback to direct and indirect reports that help develop talent support career development
  • Describe the strategic importance of workforce management's vision inside and outside of the team
  • Ability to understand complex patterns and communicate their impact quickly and effectively
  • Excellent written and verbal communication
  • Strong ability to influence/negotiate
  • Bias toward action
  • Project management skills that enable quick identification of immediate and future impacts

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 GED
  • 3+ years of experience in service operations center, call center or Workforce Management
  • 2+ years of experience with Workforce Management software (such as IEX, Aspect, Workforce Management IEX, Blue Pumpkin)
  • 1+ years of experience leading or managing projects
  • 1+ years of experience of setting expectations and managing vendor (on and offshore) partnerships

Preferred Qualifications:
  • Undergraduate degree or equivalent work experience
  • 2+ years of experience driving financial plans/outcomes
  • 1+ years of experience working in systems administration or reporting
  • 1+ year of experience in vendor relationships/management
  • Advanced understanding of Excel
  • Proven track record of identifying defects and process variation, and working to improve processes and reduce defects
  • Experience scheduling, conducting planning meetings, and managing capacity
  • Prior health care industry experience

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.(sm)

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Colorado Residents Only: The salary range for Colorado residents is $64,800 to $116,000.. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives

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.

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