Senior Workforce Representative - National Operations Center

All hires are required to work in the Minnesota office a minimum of four (4) days per week.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

In this role, you'll manage call volume and customer experience by overseeing daily operations and workload distribution. You'll monitor performance, adjust staffing as needed, and ensure efficient handling of calls. The role focuses on maintaining service levels, resolving system issues quickly through IT escalation, and supporting business continuity to minimize impact on customers and partners.

This position is full time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 5:00pm. It may be necessary, given the business need, to work occasional overtime.

We offer weeks of on-the-job training. The hours of training will be aligned with your schedule.

• Real Time
  • Utilize call center tools to observe agents actual state compared to agents scheduled state, and provide recommendations / actions based on those observations
  • Manage real-time inbound call traffic across multiple contact center locations to help ensure that Key Performance Metrics (AHT, Service Level, Minimums) are met, continuously observing staffing trends to forecast, ensuring understanding of variation, working to solve for staffing gaps whether in planning process or intra-day management
  • Prepare and maintain reports and dashboards
  • Perform ad hoc reporting and analysis as needed to improve overall performance of the call center, and enable solid understanding of the business
• Technology
  • Act as the voice of the contact centers during technical issues, responsible for reporting technology issues and impacts on advocates and members
  • Drive innovation and process improvement
  • Champion new changes and strategies within the National Operations Center and Business
• EMT/Weather
  • Monitors global weather for impacts to contact centers
  • Champions Business Continuity Plans in partnership with business
  • Adjusts call center traffic based on Business Continuity Plans

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.

• High School Diploma /GED
• Must be 18 years of age OR older
• Ability to work on-site within the command center, with minimal remote opportunities
• Ability to work full time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 5:00pm. It may be necessary, given the business need, to work occasional overtime.

• 1+ years of Contact/Call Center experience (i.e. Omni Channel, etc.)
• 1+ years of experience in operational and/or procedural aspects of a call center
• 1+ years of experience in process improvement and streamlining processes
• 1+ years of experience in problem solving
• Professional communication skills (Verbal and Written)
• Critical thinking skills
• Ability to multitask and prioritize based on real time factors
• Ability to work independently and in a team atmosphere

• Reside within commutable distance to the office at 4th floor of 9700 Health Care Lane. Hopkins, MN 55343
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a United Health Group approved high-speed internet connection or leverage an…