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Senior Manager WFM (Genesys)

4.00 to 6.00 Years   Gurugram   03 Mar, 2020
United Health Group
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryMedical / Healthcare
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

Position Description Our Contact Center Services team is transforming our contact center infrastructure through a multi-year program entitled Omni. The Omni program provides a platform level technical refresh for the delivery of inbound customer calls to 75,000 agents globally. It will also refresh and deliver new customer channel interactions through outbound, chat, email, click-to-call, and other contact types. This is a highly visible role performing a critical function as a subject matter expert relative to Data and Reporting capabilities for the new Omni platform.Primary Responsibilities:

  • Understand Contact Center operational KPIs
  • Analyze, design, configure, implement and support Genesys reporting in GI2, Infomart and Pulse
  • Creating custom Genesys Infomart reports
  • Consult with end users across a variety of businesses to help them navigate data and reporting capabilities
  • Assist in determining root causes behind operational issues as needed (such as increases in call Average Handle Time, Increases in Call Abandon Rates, etc.)
  • Actively participate in highly functional Agile SRE teams
  • Collaborate with and providing data to platform support, architecture and routing teams to help identify root causes of operational issues
  • Engage Business Stakeholders and investigate other sources of information to analyze and interpret the current set-up of the (Avaya) contact center platform, including call routing, agent targeting, agent softphone and reporting
  • Analysis of current state As-Is with a view to replicate or enhance the To-Be state (using functionality provided through configuration only) on the new Genesys platform
  • In some cases, analysis of Business telephony requirements to determine if the new Genesys or Skype for Business platform (or hybrid) best meet the business needs
  • Complete document reviews and provide feedback to the vendors on the solution design
  • Investigate platform interfaces to ensure the new solution integrates with external systems, both upstream and downstream
  • Complete configuration sheets on behalf of the business and walk them through the To-Be state for endorsement, with a focus on gaps and changes (including business process changes)
  • Provide SME knowledge and input to assist both testing and training on the new platform
  • Involve in ensuring the business and stakeholders ready for migration from old to new platforms, and involve with the technical migration at point of cut-over
  • Triage and troubleshoot defects as well as investigate remedial options for the new platform where it is required
Required Qualifications:
  • Graduate
  • Tableau experience
  • Java experience
  • Kafka experience
  • Deep expertise in Infomart & KVP data structure
  • Familiar with fact & aggregate tables in Infomart
  • users
  • Familiar with the Genesys Stats server
  • Pulse administration
  • Microsoft ETL process development
  • Call Center IT Infrastructure and Process
  • Phone switch routing logic
  • Call reporting for Operations and WFM
  • Call metric calculations and reporting
  • Agent administration
  • Avaya KPI reporting
  • Ability to understand how baseline KPI s are configured on the Genesys platform
  • Demonstrated ability to consult with and educate business
  • Demonstrated ability to write, read and interpret the SQL code
Careers with Optum. Heres the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the worlds 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 lifes best work.(sm)Job Keywords: Senior Manager, WFM, Genesys, Operations, KPI, Avaya KPI, ETL, Pulse, Tableau, Java, Kafka, Gurgaon, Haryana,

Keyskills :
financesales misaccountancy high performance teamscall routing contact centerbusiness process

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