Workforce Planning Analyst

Summary

UnitedHealth Group is working to simplify the health care experience, create healthier communities, and remove barriers to quality care. The Workforce Planning Analyst will analyze, forecast, and interpret operational and business data while managing workforce studies, projects, and recommendations for UnitedHealthcare contact centers. The role collaborates with workforce, operational, and vendor teams to improve processes, optimize resources, and support business decisions.

Responsibilities

• Provide information/updates/tracking of projects and tools to operational business partners across multiple segments and lines of business
• Collaborate with demand and supply Workforce and operational teams
• Project development, ownership, and leadership across multiple business segments/lines of business as well as with vendor partners
• Find creative solutions to complex problems through data management and analytics
• Provide written, visual, and oral communications to all levels of leadership
• Utilize data to present insights into areas of opportunity with regards to metrics and / or the efficient use of resources
• Understand financial drivers and drive processes with segment and LOB leaders as well as vendor partners to drive the daily decisions in support of those measures
• Drive a culture of root cause analysis, with a focus on removing variation from the system and removing defects from processes
• Improve processes to optimize performance and value over time
• Be a strong change agent and resilient to roadblocks
• Anticipate customer needs and proactively identify solutions
• Solves complex problems on own; proactively identifies new solutions to problems
• Plan, prioritize, organize, and complete work to meet established and evolving objectives and timelines

Skills

• Undergraduate degree or equivalent work experience
• 2+ years of experience in service operations center, call center or Workforce Management
• 2+ years of experience with Workforce Management software (such as IEX, Aspect, Workforce Management IEX, Blue Pumpkin)
• 1+ years of experience leading or managing projects
• 1+ years in using analytical and communication tools to present information (Excel, PPT, etc.)
• Analytical skills
• Advanced statistical analysis skills
• Excellent written and verbal communication
• Ability to package and present complex information to all levels of leadership
• Ability to work independently with minimal direction
• Ownership of projects and work streams
• Collaboration with cross functional teams/individuals to drive desired outcomes and change
• Solid problem-solving skills that enable quick identification and efficient resolution of issues
• Ability to juggle multiple priorities and meet evolving timelines and priorities
• 2+ years of experience working in systems administration or reporting
• Understanding of call center systems telecom hardware (PBX, ACD, IVR), call software tools and / or programming requirements (CMS modifications, vector scripting)
• Proven track record of identifying defects and process variation, and working to improve processes and reduce defects (Six Sigma, Lean, etc.)
• Prior health care industry experience

Qualifications

Must Haves

• Undergraduate degree or equivalent work experience
• 2+ years of experience in service operations center, call center or Workforce Management
• 2+ years of experience with Workforce Management software (such as IEX, Aspect, Workforce Management IEX, Blue Pumpkin)
• 1+ years of experience leading or managing projects
• 1+ years in using analytical and communication tools to present information (Excel, PPT, etc.)
• Analytical skills
• Advanced statistical analysis skills
• Excellent written and verbal communication
• Ability to package and present complex information to all levels of leadership
• Ability to work independently with minimal direction
• Ownership of projects and work streams
• Collaboration with cross functional teams/individuals to drive desired outcomes and change
• Solid problem-solving skills that enable quick identification and efficient resolution of issues
• Ability to juggle multiple priorities and meet evolving timelines and priorities

Nice to Haves

• 2+ years of experience working in systems administration or reporting
• Understanding of call center systems telecom hardware (PBX, ACD, IVR), call software tools and / or programming requirements (CMS modifications, vector scripting)
• Proven track record of identifying defects and process variation, and working to improve processes and reduce defects (Six Sigma, Lean, etc.)
• Prior health care industry experience

Benefits

• A comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution
• The flexibility to work remotely from anywhere within the U.S.