Create and maintain staffing forecasts and models, monitor intraday inventory and performance, assign daily work direction, administer skills/profile databases and routing logic, present findings to leadership, produce reports and dashboards, train partners, and lead process improvement projects to optimize service and cost.
Requisition Number: 2354543
Establish forecasts and staffing plans to provide business partners with the information needed to hire, train, and deploy staff to achieve service levels and financial targets Communicate staffing plans, risks, and recommendations to VPs and Directors, and collaboration with these leaders to adjust based on business needs Analyze inventory and performance against targets and determine corresponding work direction Communicate the daily work direction plan for/to Operations Supervisors, Managers, Directors, and VPs Administer skills/profiles database and routing prioritization logic to ensure accurate work assignment Conduct intraday data and metric monitoring, detect inventory and performance issues, and immediately communicate concerns Planning & Forecasting: Create and maintain staffing models for Operations areas, which requires a complete knowledge of Ops' business objectives, inventory, and performance metrics Routinely present to and collaborate with Operations/Business partners, including VPs and Directors on staffing models, data analysis, and recommendations to improve service while reducing cost Collaborate with Workforce, Operations, and other business partners to ensure we have accurate data in our models for onshore and offshore, including vendor planning Develop effective, strategic business solutions to solve staffing or inventory crises/challenges, including developing innovative models to solve problems to enable data-driven decisions by senior leadership Additional Key Responsibilities: Support the preparation and maintenance of reports, dashboards and monthly packages relating to staffing, inventory and production levels, aging of inventory, and effectiveness of performance Be a Trusted Advisor measured by achieving a high level of partner satisfaction through providing training on tools, reports, dashboards, and processes to team members and management as needed, as well as being a resource to all Business Partners Lead innovation and process improvement within Workforce Management, including involvement in local and national project teams as subject matter experts to improve efficiency across the organization.
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Required Qualifications:
2+ years of experience in business/finance analysis or workforce forecasting and planning
2+ years of experience using advanced level of proficiency in MS Excel working with large data sets, including ability to utilize VLOOKUPs, create pivot tables and graphs, and incorporate standard formulas and functions
2+ years of experience analyzing information from multiple data sources to identify trends and outliers for issue detection and problem resolution
1+ years of experience with either back-office or call center transaction and production tracking applications
Intermediate level proficiency in MS Word and MS PowerPoint
Proven excellent verbal and written communication skills, including proven ability to effectively present data and trend analysis, work direction, concerns regarding performance, action plans, solutions and opportunities
Ability to work a flexible schedule as needed, with a normal daily start time between 7am - 8am Central Time
Preferred Qualifications:
Experience communicating with, and presenting to, VPs or Directors to provide performance status and recommendations as well as collaborate for solutions
Experience in capacity modeling, six sigma/process improvement, or project management
Experience leading medium-sized projects
Experience with MS Access with the ability to understand queries
Experience maintaining an automated work routing application in a back-office environment, i.e., enterprise work router
Experience working with scheduling applications, e.g., IEX
Experience in Tableau with skills in creating adhoc reports
Experience using MS Visio for process flows/mapping
Experience in the Healthcare Industry with products and services
Proven ability to be adaptable and quickly move with change while maintaining a positive attitude
Careers with Optum. Here's 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 world's 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 life's best work. SM
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Establish forecasts and staffing plans to provide business partners with the information needed to hire, train, and deploy staff to achieve service levels and financial targets Communicate staffing plans, risks, and recommendations to VPs and Directors, and collaboration with these leaders to adjust based on business needs Analyze inventory and performance against targets and determine corresponding work direction Communicate the daily work direction plan for/to Operations Supervisors, Managers, Directors, and VPs Administer skills/profiles database and routing prioritization logic to ensure accurate work assignment Conduct intraday data and metric monitoring, detect inventory and performance issues, and immediately communicate concerns Planning & Forecasting: Create and maintain staffing models for Operations areas, which requires a complete knowledge of Ops' business objectives, inventory, and performance metrics Routinely present to and collaborate with Operations/Business partners, including VPs and Directors on staffing models, data analysis, and recommendations to improve service while reducing cost Collaborate with Workforce, Operations, and other business partners to ensure we have accurate data in our models for onshore and offshore, including vendor planning Develop effective, strategic business solutions to solve staffing or inventory crises/challenges, including developing innovative models to solve problems to enable data-driven decisions by senior leadership Additional Key Responsibilities: Support the preparation and maintenance of reports, dashboards and monthly packages relating to staffing, inventory and production levels, aging of inventory, and effectiveness of performance Be a Trusted Advisor measured by achieving a high level of partner satisfaction through providing training on tools, reports, dashboards, and processes to team members and management as needed, as well as being a resource to all Business Partners Lead innovation and process improvement within Workforce Management, including involvement in local and national project teams as subject matter experts to improve efficiency across the organization.
-
Required Qualifications:
2+ years of experience in business/finance analysis or workforce forecasting and planning
2+ years of experience using advanced level of proficiency in MS Excel working with large data sets, including ability to utilize VLOOKUPs, create pivot tables and graphs, and incorporate standard formulas and functions
2+ years of experience analyzing information from multiple data sources to identify trends and outliers for issue detection and problem resolution
1+ years of experience with either back-office or call center transaction and production tracking applications
Intermediate level proficiency in MS Word and MS PowerPoint
Proven excellent verbal and written communication skills, including proven ability to effectively present data and trend analysis, work direction, concerns regarding performance, action plans, solutions and opportunities
Ability to work a flexible schedule as needed, with a normal daily start time between 7am - 8am Central Time
Preferred Qualifications:
Experience communicating with, and presenting to, VPs or Directors to provide performance status and recommendations as well as collaborate for solutions
Experience in capacity modeling, six sigma/process improvement, or project management
Experience leading medium-sized projects
Experience with MS Access with the ability to understand queries
Experience maintaining an automated work routing application in a back-office environment, i.e., enterprise work router
Experience working with scheduling applications, e.g., IEX
Experience in Tableau with skills in creating adhoc reports
Experience using MS Visio for process flows/mapping
Experience in the Healthcare Industry with products and services
Proven ability to be adaptable and quickly move with change while maintaining a positive attitude
Careers with Optum. Here's 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 world's 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 life's best work. SM
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
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