UnitedHealth Group - Deputy Manager - Workforce Management

Discipline : Claims

Industry : Claim Business Process

Job Description :

- This position is responsible for forecasting the call center staffing variables (i.e volumes, turnaround time, ageing, etc.) and working with the leadership team to validate the planning assumptions and volume forecast

- Ensures that informational needs of both Internal & External customers are met by designing/creating reports to track inventory (i.e. volumes, turnaround time,ageing, etc.).

- Advise Site leaders, Business Managers and Supervisors regarding balancing work volume; collaborate with managers within and across sites to balance workload between departments and sites on a regular as well as adhoc basis

- Designs and creates reports using tools NICE/NDB/Phycon or others as required by process design

- Identify volume trends and averages on a monthly and quarterly / seasonal (when necessary) basis.

- Flexible for working longer hours/weekends/Indian Holidays as per business need

- Real time monitoring of Inventory, identify & remove barriers on aged inventory

- Ability to analyze real time stats and provide solutions accordingly

- Escalating cases out of TAT to right stakeholders in a timely manner

- Set up Governance around entire Inventory Management workflow for a smooth functioning

- Analyzes existing reports and redesigns them for ease of use/automation

- Designs and creates ad hoc reports to meet business needs

- Participate in and/or Create documents/templates/SOPs

- Adherence to the defined delivery process/guidelines/timelines in a matrixed environment

- Provides explanations and interpretations within area of expertise

- Coordinate with other internal and external departments with respect to data collation and timely delivery of report

- Eager to Learn new methods and technologies

No. of Openings - 15

Qualification :

- Graduate degree preferably in Statistics or Math

- Experience in workforce management, budget planning, analytical and/or statistical experience preferably in a call center environment

- Expert level in MS Office skills / MS Excel, MS PowerPoint

- Strong Knowledge of SQL queries

- Should be an expert in reading and recording Macros and formula's within MS Excel.

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