Senior 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 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.

 

This role blends real-time operational oversight with strategic workforce analytics to support and lead performance management across the Command Center and broader call center operations. The role is responsible for managing service-impacting events and delivering data-driven insights to optimize workforce efficiency and service delivery. It requires a balance of tactical execution, strategic planning, and cross-functional collaboration.

 

If you live near Minnetonka, MN, you’ll enjoy the flexibility to work a hybrid schedule* as you take on some tough challenges.  

 

Primary Responsibilities:

Operational Oversight & Real-Time Management

• Monitor and communicate service-impacting events and performance trends across multiple lines of business
• Conduct real-time adherence monitoring, mid-day performance analysis, and escalate incidents
• Manage and fulfill operational requests and skilling
• Process Hours of Operation Adjustments
• Maintain and audit playbooks, support strategy development and business continuity events
• Lead War Room participation and provide recaps
• Utilize various Workforce Planning & Management (WFPM) tools, resources and reports

Strategic Workforce Analytics

• Provide reporting and analysis to identify trends, metric drivers, and areas for improvement
• Collaborate with Long/Short Range Planning teams and operational leaders
• Deliver strategic direction for volume distribution, skill management, and vendor alignment
• Use data to support Intraday reviews, Overtime recommendations, and resource optimization
• Understand financial drivers and align decisions with business objectives

Communication & Collaboration

• Provide written, visual, and oral communications to all levels of leadership
• Partner with Workforce Planning & Management (WFPM) and vendor teams to align on performance strategies
• Translate business needs into actionable insights and system/reporting requirements
• Collaboration on training materials and resources to ensure compliance
• Promote a culture of continuous improvement and accountability

Demonstrated Skills

• Analytical Skills: Demonstrated ability to analyze data and trends effectively
• Communication: Proficient and both written and verbal communication
• Problem-Solving: Ability to identify and resolve issues efficiently
• Performance Analytics: Expertise in tracking, analyzing, and acting on performance trends, identifying areas for improvement and recognizing significant contributions

 

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 2+ years of experience in service operations, call center, or workforce management
• 1+ years of experience using analytical tools (Power BI, Tableau, etc.)
• Proficiency in Microsoft Office Suite and SharePoint
• Demonstrated solid, professional communication skills (verbal and written), to influence, negotiate, and drive strategic outcomes
• Availability to work any hours of Command Center operations
• Ability to work in the Minnetonka, MN, office 4 days weekly

 

Preferred Qualifications:

• Experience with WFM and Contact Center telephony tools (IEX, Genesys, Amazon Connect, GAX, LivePerson)
• Prior healthcare industry experience
• Demonstrated solid analytical, communication, and problem-solving skills 

 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $23.41 to $41.83 per hour based on full-time employment. We comply with all minimum wage laws as applicable

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.

 

 

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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