Workforce Planning Senior Ana or Lead

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.

In this role, you will represent the Workforce Management (WFM) team during migrations for the OMNI channel implementation project, providing comprehensive WFM expertise and oversight. A thorough understanding of current real-time call delivery, scheduling practices, and capacity planning concepts is essential to replicate workforce requirements within a modern cloud-based solution. Your focus will be on ensuring that we achieve the desired business outcomes in the most efficient and straightforward manner. You will collaborate with Workforce Management partners and site leaders to ensure adequate staffing, contingency planning, and workflow monitoring throughout the migration process. Your responsibilities will include partnering with the WFM teams to communicate migration updates, participate in end-to-end testing, and be the migration resource for multiple areas of business while migrations are on-going.
You will maintain and execute on the Enterprise Workforce Organization’s (EWO) vision of «Creating and adapting our enterprise workforce ecosystem through innovative and tailored solutions, fostering a culture of accountability, and driving operational success in a rapidly evolving global healthcare landscape.

Primary Responsibilities:

• Partner with the OMNI project teams to define future state requirements and real time best practices  for the call centers
• Partner with the WFM team to discuss rollout plans and gather risks that need to be shared back to the project team
• Partner with call routing to test and ensure future state is working as designed
• Partner to ensure the NOC/OCC have the ability to allocate call volumes
• Represent and be the liaison for the project team on behalf of WFM 
• Utilize call center tools to provide recommendations for future state
• Ensure that system is appropriately set up to ensure WFM can effectively manage real-time inbound call traffic across multiple contact center locations to help ensure that service levels are met
• Gain an understanding of the technical and business solutions being offered and present them to leadership
• Provide training to WFM on policies, procedures, and best practices from Genesys to Amazon Connect
• Share feedback from WFM back to the project team
• Drive innovation and process improvement within Workforce Management
• Perform ad hoc reporting and analysis as needed to improve overall performance of the call center, and enable solid understanding of the business
• Complete other duties as assigned for OMNI or WFM 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:

• 5+ years of WFM contact center experience
• 5+ years of process improvement, workflow, benchmarking and/or evaluation processes
• 5+ years of operational and/or procedural aspects of a call center
• 5+ years of working closely within a team environment
• Experience working with and influencing cross-functional team

Preferred Qualifications:

• Experience with call routing, IVRs, PBXs, ACDs, Genesys or CXone, CMS modifications and vendor scripting
• Project Management experience
• Tableau or reporting creation experience
• Experience with workforce planning concepts
• Experience with call center capacity planning and staffing models

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.

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