Specialist – Workforce Analytics

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. 

Shift Timing: 5:30 PM till 2:30 AM IST

Primary Responsibilities:

• Publishing Daily, Weekly, Monthly, and Yearly MIS reports (For Resource utilization, Team performance, Trend analysis, Productivity analysis, Dashboard preparation, and other MIS) as per business requirements within defined timelines
• Perform real-time management on the production floor
• Perform Reporting and ensure adherence to planned activities
• Analyze variation and act on real-time basis
• Be able to provide insights to the Operations or WFM Team as required
• Communicates and works with staff members and  management
• Need to measure the performance against set KPIs for the process
• Coordinate with Operations and other support groups and develop and implement standardized MIS procedures which result in process improvement
• 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:

• Bachelor of Commerce or equivalent
• 2+ total years of experience in WFM Scheduling
• 2+ years of progressive experience in workforce management
• Solid knowledge of workforce management principles, methodologies, and best practices, preferably in the BPO and insurance Industry
• Analytical proficiency and expertise in working on Workforce Management/Optimization solutions (i.e.NICE, Verint, Aspect), Advanced Excel, Macro, Power BI, scheduling, WFM MIS, Planning, Forecasting, RTA, Capacity Planning, Rostering, and Shrinkage
• Proficiency in workforce management software, scheduling tools, and data analysis techniques
• Proven excellent analytical, problem-solving, and decision-making skills
• Proven solid leadership, communication, and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization

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.