Workforce Real Time Analyst

Company: Optum
Location: San Juan
Posted on: May 26, 2023

Job Description:

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. 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. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. RTA is responsible for managing process delivery Interval/Daily/Weekly and Monthly level, this position considerably contributes to top line and bottom line for the process. Individual should be able to manage Real Time Management for multiple businesses/ processes, manage schedule adherence, shrinkage & breaks, publish intraday report showcasing stats and the health of the business. Primary Responsibilities: Manage Service Level & Abandon, Schedule & Break adherence Need to be well versed with scheduling to understand schedule adherence Need to constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ACW/BREAKS & SHIFTS Need to have hands on experience of WFM & ACD tools like IEX, Verint, Aspect, Avaya CMS, Nortel, Genesys etc. Executing schedule adherence for the processes & escalating deviation to Operations on real time basis Initiating proactive alerts related to performance, publishing interval reports/snapshots Informing Operations of mitigation plans, managing exceptions, overtime requirement Ensuring that Compliance standards are met, regarding Data, reports accuracy ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION 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 higher degree completed 6+ months of experience in a real time monitoring role or similar Experience in call center setting Experience with Microsoft Tools: Microsoft Word (creating memos, writing), Microsoft Outlook (setting calendar appointments, email) and Microsoft Excel (creating/editing spreadsheets, filtering, navigating reports) Bilingual Spanish / English Ability to work 40 hours / week during standard business operating hours Monday - Sunday from 6am- 12am EST Preferred Qualifications: Experience working with NICE IEX WFM or experience with telephony/ACD tools ( Avaya, Genesys or similar) similar WFM scheduling tool Background in reporting and data reconciliation Careers with Optum. Our objective is to make health care simpler and more effective for everyone. 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 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. 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.

Keywords: Optum, McAllen , Workforce Real Time Analyst, Professions , San Juan, Texas