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At Optum, we value the distinctive talents and perspectives each employee brings to our workplace. We foster an inclusive work environment through various initiatives like our Employee Resource Groups, which are connected internal communities that focus on sharing our diverse experiences and backgrounds, creating a greater sense of belonging.
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Optum

Optum partners with The Blind Relief Association (TBRA) Delhi

Optum partners with Sarthak Educational Trust

Building an inclusive workplace - Optum India

UHG Employee Value Proposition

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 drill downs from process to agent level• Analyze interval wise activity (talk, hold, after call 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 row level 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 soRequired 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, row level 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 well defined metrics, dashboards, and narratives.• Proven solid communication skills with a bias for clear visuals and crisp storylines.Shift timing – 6PM to 3.30AM

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