About UHG

Careers at UnitedHealth Group


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:

Customer Services


United States

Postal Code:


Approximate Salary:

Not Specified

Position Type:

Full Time

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WFM Business Advocate - Kingston, NY

UHG - Kingston, New York

Posted: 09/6/2018

We'll put you in the driver's seat on vital projects that have strategic importance to our mission of helping people lead healthier lives. Yes, we share a mission that inspires. We need your organizational talents and business discipline to help fuel ours. It's the opportunity to do your life's best work.(sm)


As a WFM Business Advocate, you will coordinate with Operations, Planning and the Workforce Optimization team to identify the WFM tasks which address the needs of the business. You'll partner with the global WFM team to balance the workload and ensure flawless execution of tasks. In this role, you will provide play book direction, audit current tools for areas of improvement and lead weekly staffing reviews. The WFM Business Advocate will also communicate changes in trends and outages to Planning. 


Primary Responsibilities:

  • Coordinate and execute WFM tasks and initiatives
  • Focus on intraday scheduling 4 - weeks out and maintain Master skill files / CMS scripts
  • Run and develop templates for reporting
  • WFM execution workload management
  • Serve as the site POC for the forecasting team
  • Monitor key metrics and understand root cause of variation
  • Analyze and interpret data to identify trends, patterns and opportunities for the business and clients
  • Communicate analysis and interpretation to appropriate audience
  • Produce, publish and distribute scheduled and ad-hoc client and operational reports relating to the development and performance of products, processes and technologies
  • Provide explanations and interpretations within area of expertise
  • Fill in for Relationship Advocate or Senior Business Advocate as needed

Required Qualifications:

  • High School Diploma / GED or higher

  • 1+ years of business analytics and / or contact center experience

  • Intermediate level of proficiency with Excel (pivot tables, formulas, data entry) and PowerPoint (creating presentations, process flows)
  • Intermediate level of proficiency with NICE IEX Workforce Management system and Avaya Call Management System (CMS) 
  • Must be able to work any 8 hour shift M-F between 8:00am - 8:00pm with overtime as needed

Preferred Qualifications:

  • 1+ year of Workforce Management (WFM) experience

  • Previous experience with process evaluation and improvement, workflows and benchmarking

Soft Skills:

  • Excellent communication, time/project management, problem solving, organizational, and analytical skills

  • Ability to communicate analysis including trends and opportunities to clients and the business in writing and verbally     

  • Ability to problem solve including multiple priorities and research conflicting and/or inaccurate data
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

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: UHG, Kingston, NY, business analytics, NICE IEX Workforce Management system,  Avaya Call Management System (CMS) 

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