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



Approximate Salary:

Not Specified

Position Type:

Full Time

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Workforce Analyst - Sugar Land, TX

UHG - Sugar Land, Texas

Posted: 10/20/2018

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.

The Workforce Analyst will work with the WFM team to assist in managing all aspects of call center efficiency and resource utilization for our inbound call center operations. The WFM Analyst will assist in overseeing and ensuring our ability to meet Service Level Expectations while maximizing agent utilization.

Primary Responsibilities:

  • Tracks, analyzes and reports on center and agent performance from ACD and Workforce Management tool
  • Administration of Workforce Management tool
  • Analyzes and reports historical data and trends and develop forecast models
  • Partners closely with local real-time and reporting resources
  • Responsible for managing intraday activity
  • Generates staffing needs forecasts and employee schedules
  • Manages schedule changes
  • Uses analysis results to forecast contact arrival and build staffing and scheduling plans to meet business unit goals and objectives

Required Qualifications:
  • High School Diploma / GED (or higher)
  • 6+ months of Call center experience
  • Call center WFM experience
  • Proficiency within Google Sheets (ability to maintain and manage workbooks)
  • Ability to work 7:00 am - 8:00 pm Monday through Friday with a set schedule and the ability to work overtime and weekends based on business needs
Preferred Qualifications:
  • Experience in multi-site call center planning, forecasting, and scheduling          
Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.

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: UnitedHealth Group, UnitedHealth Care, Health Care, Workforce management, call center, Google sheets

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