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Wf Real Time Analyst
hace 4 meses
Número de la requisición:
Categoría de la vacante:
Gestión Operaciones de negocio
Ubicación:
Bogotá, Distrito Capital de Bogotá
Compartir
- Trabajos con UnitedHealth Group
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.
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.
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.
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, vlookups, 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 dayend reports
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 everyoneof every race, gender, sexuality, age, location and incomedeserves 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.
- Información adicional sobre la vacante
Número de la requisición
-
Segmento de negocio
- Optum Global Advantage
País CO
Vacante de teletrabajo
- No
