Workforce Planning Analyst

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.  

Primary Responsibilities:

• Partner with WFM and IT, putting customer experience at the forefront when managing through challenges. Know your tools. Build a Trusted Advisor Relationship
• Work independently and have a strong business ownership, while serving as a resource to others
• Work intakes, chats, and emails as prescribed with expected turnaround times
• Take specific actions to collaborate and build trusting relationships with business partners and those we serve
• Be a Trusted Advisor to WFM, team members and management as needed, as well as being a resource to all Business Partners -   A trusted advisor is someone who has exceptional, targeted knowledge in a particular industry; one you can expect to provide unbiased advice
• Enable data-driven decisions that establish the WFM Tool team as a 'trusted advisor'  
• Plan and facilitate effective meetings, providing clear communication of tasks at hand and appropriate follow up to keep channels of communication open across stake holders  
• Adjust meetings as necessary to fit within the business schedule
• Provide an agenda, as well as notes with appropriate action items after each meeting
• Collaborate with all WFM functions to support WFM Tool unification efforts and streamlining services provided  
• Work with business partners to understand their general processes and workflow, using shadowing as an opportunity to strengthen our products and services
• Perform ad hoc analysis to identify trends, patterns, and opportunities to improve overall tool performance  
• Support business areas during reported system outages, latency, and production issues for IEX and Intradiem, including incident tracking, stakeholder communication, issue coordination, and follow-through to resolution  
• Manage incident-related workstreams by coordinating intake, documenting impacts, tracking updates, facilitating problem solving, and keeping partners informed on status, risks, next steps, and resolution timelines
• Educate WFM supervisors, managers, and directors on the WFM tools to help them gain an understanding and appreciation of the tools and how they can be used to more effectively help their team members become as successful and efficient as possible
• Assist WFM in preparing talking points for remediation plans on misses and action plans for remediation of issues
• Take the initiative on projects, committees, and special requests  
• Deliver Quality the first time, every time
  • Eliminate mistakes, increase credibility, reduce rework, maintain our Brand, Live our Cultural values
  • Rigor, Discipline and Consistency in our daily to weekly support of our operational teams, ensuring deadlines are met and commitments are honored, while supporting an overall accuracy of work
  • Escalate issues when impacting WFM teams
  • Engage in productive discussions with WFM regarding the analysis of data for their respective teams
  • Drive best practices using WFM tools, including IEX and Intradiem
  • Mentoring within WFM - tips and tricks, knowledge share, best practices  
  • Demonstrate innovation and improve process
  • Offer creative solutions to improve processes
  • Develop solutions to improve the execution of WFM Tool team support to WFM Operations and drive departmental initiatives  
  • Demonstrate an innovative mindset
  • Seek innovative ways to streamline and increase efficiencies in our overall processes
  •  Identify ways to simplify processes/reporting/communication/tools/products so it is most effective  
  •  Seek automation opportunities
• 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:

• 2+ years of workforce management, planning, forecasting or related application teams
• 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 working with workforce management applications, specifically IEX (NICE WFM) and Intradiem
• Experience communicating with, and presenting to, VPs and Directors to provide performance status and recommendations as well as collaborate for solutions  
• 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  
• Proven to be adaptable and able to quickly move with change while maintaining a positive attitude  
• Proven ability to work a flexible schedule as needed for infrequent occasions, including early hours, weekends, and holidays but with core hours falling between 7am-5pm CST          

Preferred Qualifications:

• Experience in six sigma/process improvement, or project management
• Experience leading medium-sized projects
• Experience working with Intradiem
• Experience working with SharePoint
• Experience in Tableau or SQL
• Experience using MS Visio for process flows/mapping
• Experience in the healthcare industry with products and services

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.