Sr Wf Real Time Analyst
hace 1 semana
At Optum Global Advantage, we built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world’s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do **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
Keywords: WFM, Real Time Analyst, Data, Workforce Management, Reporting, Bilingual, BPO, Call Center, Bogota, Colombia.
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