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We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these individuals, we offer the global reach, resources and can-do culture of a Fortune 5 company. We provide an environment where you’re empowered to be your best. We encourage you to take risks and in return, offer a world of rewards and benefits for performance. Exceeding your limits is an exceptional start to your life's best work.SM


Just like you, we are driven by a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation, and performance serve as a foundation to transform health care. Are you in? Learn more about your future at UnitedHealth Group at careers.unitedhealthgroup.com


Job Category:

Information Technology


United States

Postal Code:


Approximate Salary:

Not Specified

Position Type:

Full Time

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Senior Contact Center Operations Analyst - Genesys Platform

UHG - Plymouth, Minnesota

Posted: 09/1/2018





Our Contact Center Services team is transforming our contact center infrastructure through a multi-year program entitled Omni. The Omni program provides a platform level technical refresh for the delivery of inbound customer calls to ~75,000 agents globally. It will also refresh and deliver new customer channel interactions through outbound, chat, email, click-to-call, and other contact types. This is a highly visible role performing a critical function as a liaison between the technical teams and business stakeholders. In this role, you will provide critical communications, data analysis, data trending, education and process recommendations.





Core responsibilities will include:




  • Thoroughly understanding Contact Center operational KPIs

  • Identifying opportunities to improve upon KPI results 

  • Performing conceptual, data and gap analysis to provide recommendations resulting in business process improvements

  • Partnering directly with business leaders to help them best leverage the Genesys operational tool set

  • Ensuring engagement required to manage down problem reporting trends and agent capacity

  • Actively participating in highly functional Agile SRE teams

  • Providing and/or facilitating on-the-job training to end users

  • Engaging/supporting leaders of end users to facilitate resolution of telephony issues as needed





Required skills/experiences:




  • Contact Center experience within a large enterprise environment

  • Genesys call operations expertise

  • Experience managing operations that are supported by Genesys infrastructure

  • Specific experience as a user of the Genesys operational tool set

  • Well-honed verbal and written communication skills

  • Experience translating technical complexities to end users

  • Experience making formal presentations to key stakeholders

  • Proficiency in MS Power Point, MS Excel, MS Word, Sharepoint, and/or Visio





Desired skills/experiences:





  • Contact Center Analytics/BI/reporting tools such as Pulse, Tableau and/or MicroStrategy

  • Experience with telephone switch programming on Avaya, Cisco and/or Genesys platforms

  • Agile methodology training

  • Health care knowledge

  • Bachelor's degree in Computer Science, Statistics and/or Telecommunications Engineering 






Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.SM




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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