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Job Details

UnitedHealth Group

Director, Call Center WFM Optimization and Reporting - Telecommute


Medical Director


Irving, Texas, United States

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm)

The Director of Contact Center Workforce Optimization and Reporting is a key leader role that will partner with senior business leaders to lead and support critical and complex U.S. and global Call, Back Office and other service channel planning and management of labor models and utilization. This role will lead, guide & educate operational partners with WFM capabilities and support efficient and effective WFM practices. This workforce optimization leader must have an entrepreneurial mindset and be eager to assume chief responsibility for driving progress through Workforce Optimization/ Management Theories & Best Practices to govern intraday KPI Metrics, Staffing, and Continuity of Business plans and leading a system transition to Nice InContact/CxOne.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

  • This workforce optimization leader must have an entrepreneurial mindset and be eager to assume chief responsibility for driving progress through Workforce Optimization/ Management Theories & Best Practices to govern intraday KPI Metrics, Staffing, and Continuity of Business plans and leading a system transition to Nice CxOne
  • Build a high performing team by recruiting and hiring a team of workforce analysts to ensure the delivery of efficient, effective reporting and analyst to partner with an enterprise level matrixed team aligned with a clear vision and ensuring concise team member roles and responsibilities
  • Define WFM standards in an enterprise multi-tenant environment, manage integration points for 3rd party connectivity, directly accountable for contact center systems and performance
  • Including implementation and management of Nice CxOne/InContact
  • This role works closely with enterprise WFM+ leadership to balance financial/service objectives while supporting multiple functions such as executive communication, operational monitoring & response practices, including analyzing key performance indicators (volume, average handle time, and staffing), action drivers, and risks (forecast variances, absenteeism/unplanned shrinkage, site/weather events, system events/application outages)
  • Generate and present client reporting including root cause investigative analytics based on observed and quantified trends and forecast variances compiled into pre-and post-executive summaries including intraday updates, reflecting key performance analytics with risk mitigation action plans
  • Strategic Planning: Will provide evaluation of long-term Command Center tools and procedures - identify & develop specific process enhancements, solutions, & support automation that optimizes WFM to drive simplified user experiences & efficiencies. This role will additionally lead the implementation of business sponsored strategic goals
  • Works directly with VP, Revenue Cycle Operations to evaluate, transition, and onboard new clients including technology transition support, analytics, reporting, workflows processes, call routing diagrams, telephony and staffing transitions
  • Partner with and matrix to business leaders to proactively identify risks and provide control over financials, capacity planning, cost/benefit analyses, strategy, capital spending, project prioritization, and other analytic initiatives

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:

  • Undergraduate degree or equivalent experience
  • 10+ years of experience in contact center operations with proficiency in call routing, call recording and Workforce Optimization
  • 5+ years of progressive leadership experience in contact center management/leadership with direct responsibility for leading a workforce management or analytics team
  • 5+ years of proven experience in defining, and driving successful implementation on improvements in contact center operations through both process re-engineering and incorporation of tools and technology
  • 5+ years of experience in WFM technology planning systems
  • Experience working in a multi-tenant, multi-media Contact Center (audio, chat, SMS, Web)
  • Solid collaboration, documentation, and presentation skills including outstanding proficiency for MS Office Suite including PowerPoint, Visio and Project
  • Excellent customer relationship management and customer service skills
  • Exceptional analytical skills, comfortable working with large amounts of data and communicating data findings, experience establishing and tracking key performance metrics including return on investment

Preferred Qualifications:

  • Bachelors or MBA
  • Hands-on experience in Nice CxOne/Incontact platform and its capabilities including (but not limited to) Queuing/Routing, Call Flow scripting, Conversational flows using Nice Studio, reporting, Workforce Management (WEM)
  • Experience in the Healthcare industry; healthcare revenue cycle
  • Contact Center Systems implementation experience. Nice Incontact/CxOne and experience transitioning from one WFM platform to a Cloud based technology (Genesys or Nice)
  • Demonstrated experience in strategic planning and leading change
  • Ability to work in a fast-paced and dynamic environment
  • Demonstrated ability to manage large-scale programs across multiple operating areas by leveraging solid business and financial acumen and project management skills
  • Entrepreneurial mindset with the ability to be successful in a complex matrixed enterprise

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $97,300 to $176,900. The salary range for Connecticut / Nevada residents is $97,300 to $176,900. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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.