UnitedHealth Group is among the most ambitious Fortune 25 companies you'll ever meet. Through our family of businesses, we're working to make the health care system perform better for more people, in more ways than ever.
Simply put, we think the entire system can be greater than it's ever been. And that drives us to work harder, aim higher, and expect more from one another.
Here, you'll be empowered to make an immediate impact for millions of others. And you'll achieve more than you ever expected. How does that fit with your plans?
Director of Workforce Planning (TRICARE)-315195
UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.
Description
UnitedHealth Military & Veterans Services is part of the family of companies that make UnitedHealth Group one of the leaders across the US health care system.
We serve those who serve our nation, providing quality health care services to millions of military beneficiaries across the South.
Our commitment to helping people live healthier lives, and to continue the honor, satisfaction, and quality of the TRICARE military health benefit program is greater than ever. Our efforts complement the Military Health System to demonstrate the best blend of public and private health care solutions.
It's not just business as usual. It is one of our proudest endeavors.
If you're ready to help make health care work better for those who serve our nation. If you are smart, creative, and committed. If you want to make a difference. Consider being part of the elite team at UnitedHealth Military & Veterans Services.
Director Traffic/Workforce Planning (TRICARE)
Job Purpose:
Responsible for the management of one or more major aspects or areas of a call center and for resolving issues that may negatively impact the service and/or financial results for that area.
The focus for this position is on strategic planning and workforce management for multiple call centers (300-500 employees) in a highly competitive industry. Will be involved with center-specific initiatives as well as other national initiatives or projects. Should work closely with Workforce Management staff and Sr. Contact Center and Business Unit Leaders to provide call center expertise.
Primary Responsibilities:
- Enable site to meet performance objectives and provide excellent customer service
- Administer a business and financial plan to respond to strategic initiatives within Service.
- Administer the appropriate cost and service measurements (metrics, measures, controls) to ensure the achievement of all key performance objectives that impact profitability and position in the marketplace
- Advise local and sr. leaders on operations, determine performance objectives/metrics and define tools to measure progress and ensures consistent achievement of business objectives
- Analyze performance data and work to re-engineer processes through benchmarking with external and internal business partners
- Develop a climate for superior customer service
- Responsible for customer satisfaction, administrative cost, and quality management to ensure meeting metrics and goals
- Lead workforce management and load balancing (i.e. appropriate balance of staff to call volume)
- Align with key business partners to serve the customers
- Participate in strategic efforts to secure new business for the site in a support role
- Help Service Director ensure all managers are aligned to and meeting the goals of the business plan
- Work with business managers to create and manage a business and financial plan (which includes salary and non-salary expenses); periodically re-forecast against actual results; and ensure appropriate financial contributions to the overall plan
- Use a balanced scorecard to manage the site's performance. Ensure compliance with financial and operational controls
- Develop, motivate and retain employees
- Work with business managers on all Human Resources initiatives including compensation planning, performance management, staffing and employee relations concerns/issues, employee recruitment, training, self-directed teaming, and employee development
- Responsible for turnover management, employee retention and attendance.
- Help to develop and motivate high caliber business managers
This is an opportunity to share in something special; a chance for all of us to serve, to excel, and to know that we've made a difference for those families who have made our nation stronger.
Qualifications
- BS/BA in business or related field - advanced degree a plus
- 5+ year of experience in workforce management, including utilization of workforce management tools and processes within a large 500+ call center environment
- 5+ years experience working in a call/contact center operations role required; strong business, operational and procedural knowledge of a call center is required
- Technical understanding of workforce management claim and call software systems is required.
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Demonstrated experience using UHG forecasting and planning tools within commercial, public and senior market call centers (highly preferred)
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Demonstrated results record in resource optimization
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Collaborative and proactive partnerships with technology counterparts regarding remediation,escalation and resolution
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3+ years of management experience and leading a staff
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2 years in budgeting/finance/cost accounting
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5+ years of experience with operations management and quality methods in a processing and/or service environment
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2 years of proven project management experience required in a process and change management environment.
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Superior planning and organizational skills that effectively allocate and manage resources nationally
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Strong communication, problem solving, and analytical skills
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Ability to drive change and influence individuals at all levels of the organization and to take appropriate risks
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Strong, independent decision-making ability and negotiation skills
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Ability to master multiple priorities
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Knowledge and application of change management
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Aggressive process and project management ability
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Strong PC skills (e.g., Word, Excel, Powerpoint); experience in development and delivery of technical reports within Excel and Access an asset.
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Knowledge of Human Resource policies and procedures
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Technical understanding of telecom hardware (e.g., PBX, ACD, IVR) is required
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Understanding of call routing required (e.g., ICM (AKA GEOTEL).
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Experience processing, staffing, and scheduling calls required.
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Strong problem solving skills that enable quick identification and efficient resolution of issues
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Business focus. Understanding of company's vision, mission and strategy to achieve long and short term goals
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Highly collaborative individual with ability to influence others and build strong professional relationships.
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Adaptable and able to move with change
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As a government contractor, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense form SF85P.
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Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. |
