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.
Primary Responsibilities
- Track agent productivity and adherence, including login/logout times, availability codes, and reasons for unavailability; publish adherence views for supervisors
- Monitor intraday and daily performance metrics such as call volumes, abandonment rates, service levels, and handling times; raise alerts on threshold breaches
- Generate accurate KPI reports covering calls offered/handled, AHT, ASA, abandonment rate, service level, occupancy, and shrinkage
- Maintain standardized dashboards (intraday, daily, weekly, monthly) with drilldowns from process to agent level
- Analyze intervalwise activity (talk, hold, aftercall work) and disposition trends to identify actionable insights
- Deliver insights on survey feedback and process-specific performance indicators
- Prepare staffing/FTE reports and support invoicing per handled call with complete data traceability
- Build, publish, and govern Power BI reports and datasets; implement rowlevel security, refresh schedules, and usage monitoring
- Generate outbound call reports and integrate data from multiple sources
- Identify automation opportunities using SQL, Power Query, and DAX to reduce manual effort and improve refresh reliability
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications
- SQL (advanced): Experience in writing performant queries, window functions, CTEs, and building views for reporting; query tuning and optimization
- Power BI: Experience in data modeling (star schemas), DAX measures, Power Query transformations, rowlevel security, scheduled refresh, and performance analyzer
- Advanced Excel proficiency: complex formulas, nested logic, dynamic arrays, pivoting, Power Query (M), data validation, and QA controls
- Proven ability to convert business questions into welldefined metrics, dashboards, and narratives.
- Proven solid communication skills with a bias for clear visuals and crisp storylines.
Shift timing - 6PM to 3.30AM
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
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