Workforce Planning Analyst

UnitedHealth Group•Minnetonka, MN

1d•$29 - $52•Remote

About The Position

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together. We have an opportunity for a Delivery Senior Workforce Analyst to work with our Strategic Planning and Analytics Workforce team to maintain and execute on the Workforce Vision of “Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company." As a Workforce Planning Analyst, you will grow and develop as you conduct and manage outcomes of various studies. You will be challenged to analyze, review, and forecast data for operational and business planning. As part of this elite team, you will be empowered to impact the health care system through the analysis and interpretation of data and presenting recommendations for business solutions. Join us! You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Requirements

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.)

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
Demonstrated Skills:
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

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