CS Operations Analyst

7 days left

Minneapolis, Minnesota
Apr 01, 2022
Jun 03, 2022
Employment Status
Full Time
Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 600,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs.

UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.


Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers.

At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.




UCare offers Medicare, Medicaid, Individual and Family health plans - powered by the hardest working people in the industry. Our people powered teams de-complicate, advocate and always go the extra mile to help our members. We serve with integrity, compassion and commitment to do right by members, providers and government partners. Above all, we come to work excited to provide members a path for the best health of their lives.


Working at UCare is more than a career; it's a mission. A mission that defines us as professionals, unites us as an organization and shapes how we interact with our members and each other. Employees join UCare and stay because of the opportunity to have a purpose-driven job.

Our strong culture has established UCare as a Star Tribune Top 150 Workplace for 12 consecutive years since the awards program began. It's a culture that embraces innovative ideas, strategic partnerships, and exemplary customer and provider experiences. Working at UCare is being a part of a people powered team dedicated to making a real difference in the lives of our members and communities.


Work Location: Work from Home

The health and safety of our employees, members, providers, and our community is our highest priority. Therefore, all new employees are expected to be fully vaccinated against COVID-19 prior to starting at UCare, subject to limited exceptions such as for a sincerely held religious belief or for medical reasons.

Position Description

This position is responsible to support the Workforce Management (WFM) platform utilized for forecasting and scheduling in the customer services center. Monitor and report call center operational and performance standards. Communicate, recommend, and implement staffing and training needs for member services, provider assistance center, service team and transportation teams. Identify, develop, and implement opportunities to improve service center performance and efficiency. Lead in the effort of updating and entering statistical data into Workforce Management, ensuring adequate coverage by scheduling breaks and lunches, and schedule maintenance. Key contributor to key projects and initiatives. Recommend and implement continued improvement of telephony platform and environment.

• Monitor and review staffing and scheduling demand and capacity on a real time basis

• Review and respond to time off requests, off phone activities, meetings and shift changes based on business needs. Partner with the Workforce Management team to perform other duties, such as updating schedules, email inbox support, etc.

• Support Customer Service leadership and Workforce Management team with the identified responses to volume and scheduling trend observations to maximize member experience.

• Identify, develop, and implement process and technology enhancements to grow department effectiveness, strengthen metric/KPI results, and improve member and provider experience.

• Utilize call center tools and functionality to identify call trends, opportunities for improvement, and drive results by reskilling reps, call routing prioritization, and working with leaders on escalated issues or recommendations.

• Collaborate with Telephony Business Analyst on telephony technology and services, including IVRs, scripts, recordings, and Precision Queues and attributes.

• Other projects and duties as assigned


High school diploma or equivalent. Associates degree preferred; demonstrated experience may be considered in lieu of degree.

Required Experience

Three years' experience in a contact center environment. Advanced knowledge of Microsoft Office products: Microsoft Excel and Outlook.

Preferred Experience

At least one year of workforce management experience in a multi-skill call center environment. Experience with CISCO AD, IVR systems and/or Workforce Management scheduling software, such as Aspect. Supervisory or staff development experience highly desired.


The UCare difference is our people power - employees actively working on the behalf of our members to get them access to the health care they need. We value and respect each individual's ideas and contributions, and provide the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, and a myriad of volunteer activities. If you're looking for an inclusive environment that celebrates your people power, helps you build on your strengths and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

JOB POST DATE: 03/31/2022

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