Workforce Planning Analyst - Multiple Sites

Optum; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

UnitedHealth Group is seeking a Workforce Planning Analyst to support multiple sites in forecasting and analyzing data for operational and strategic planning. You will compile, review, and present insights to improve health care operations and business solutions.

The role requires 4+ years in Workforce Management (WFM) with strong Excel/PowerPoint skills, plus experience with NICE, Aspect, and Verint. Healthcare background is a plus.

Qualifications

• 4+ years of Workforce Management experience for Call Centers or Back Office operations
• 3+ years of executive-level communication/presentation experience delivering detailed analyses or business cases
• 3+ years of long-range planning, financial modeling and data analysis across contact center/back-office metrics
• 3+ years identifying data sources, consuming and rationalizing data, defining KPIs and reporting
• 3+ years handling complex operations and financial issues with division-wide impact
• Experience with WFM software including NICE, Aspect, Verint
• Proficient in Excel and PowerPoint
• Strong analytical and communication skills
• Healthcare industry experience preferred

Responsibilities

• Compile, analyze, forecast, and trend complex data
• Present analyses for operational reviews and planning
• Support short and long-term operational/strategic activities through analysis
• Develop business solutions from data research and process analysis
• Support ad hoc analytics and reporting
• Review key metrics such as volume, AHT, shrinkage, occupancy, utilization, and SLA/turnaround time
• Perform other job-related work as assigned
• Comply with employment contracts, company policies, and directives

Skills

WFM experience

Executive communication

Data analysis

Financial modeling

Report building

Data sourcing

Excel

PowerPoint

NICE

Aspect

Verint

Analytical thinking

Communication skills

Tools

NICE WFM

Aspect

Verint

Job description

Improve the lives of others while Caring. Connecting. Growing together.

Job Description - Workforce Planning Analyst - Multiple Sites (2392547)

Workforce Planning Analyst - Multiple Sites - 2392547

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

As a Planner, 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.

Primary Responsibilities:

• Compile, analyze, review, forecast, and trend complex data
• Present analysis and interpretation for operational and business review and planning
• Support short and long term operational / strategic business activities through analysis
• Develop recommended business solutions through research and analysis of data and business process and implement when appropriate
• Support ad hoc operational/strategic business activities through analysis and reporting
• Review and report on key operational metrics including volume, average handle time, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time
• Perform other job-related work as assigned
• 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 so

Required Qualifications:

• 4+ years of Workforce Management (WFM) experience supporting Call Centers or Back Office (investigation/transactional) operations
• 3+ years of senior or executive level communication and/or presentation experience delivering detailed analyses and/or sound business cases or recommendations
• 3+ years of experience with long range planning, financial modeling and complex data analysis of all contact center/back-office service area metrics
• 3+ years of experience identifying sources of data, consuming and rationalizing the data, defining key production indicators and report building
• 3+ years of experience handling complex operations and financial issues that may have division- or company-wide scope
• Experience with Workforce Management (WFM) software including NICE, Aspect, Verint
• Intermediate to advanced level of proficiency with PC based software programs and automated database management systems (Excel and PowerPoint)
• Demonstrated solid analytical and critical thinking skills to identify trends and influence business decisions
• Proven excellent oral and written communication skills

Preferred Qualification:

• Experience in the Healthcare industry

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-866-566-8715 to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.

UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.

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.