Senior Workforce 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.

Workforce Forecast Analyst will be responsible for assisting in the building of a forecasting and workforce model that will build a competency around forecasting demand and translating that demand into necessary workforce supply for long / medium and short term. This will include managing a capacity planning model that performs sensitivity analysis on historical data to compare staffing levels and build supply scenarios to meet future demand in a predictive manner. Workforce Forecast Analyst will participate in developing a long-range strategy for the function of addressing future needs with data models, data consumption tools, predictive modeling and emerging technologies. In addition, the person will have accountability for supporting the design, development and interpretation of workforce reports and dashboards including identifying key trends, opportunities and problem areas.

Primary Responsibilities:

• Build and maintain forecasts and staffing plans to provide Operations/Business partners with the information they need to proactively hire, train, and shift staff to achieve service levels and financial targets
• Perform strategic planning to identify future workforce needs (e.g., Entity users’ growth, deployments, capacity constraints, strategic and operational initiatives), which will require steps of analysis, planning, and forecasting complex data identifying viable options to enable data-driven decisions
• Communicating staffing plans, risks, and recommendations to Leadership team and collaboration with these leaders to continually adjust based on changing business needs
• Model the operational impact of a variety of business and regulatory initiatives, benefit administration requests and platform migrations
• Create and maintain a variety of operational reports (related to FTEs and workforce metrics) to clearly communicate actual results, forecasted performance, and variances to plan, forecast and budget for metrics
• Collaboration with L&D and Operations to schedule hiring, training and cross-training classes in coordination with Operations’ career path strategy
• Partner with the Workforce Management (Scheduling and real-time) to ensure synchronization from capacity planning through daily work direction to maximize Operations staffing and performance
• Work independently and have a solid business ownership, while serving as a resource to others Assist with historical data analyses of performance data to identify trends / patterns, and make appropriate recommendations (e.g., call volumes, intra – day patterns, root cause analysis)
• 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’s degree or equivalent experience
• 2+ years of MS Office experience, including creation of reports and utilization of pivot tables (advanced)
• 2+ years of experience with WFM software (such as NICE IEX, Intradiem, eWFM)
• 2+ years of previous contact center WFM forecasting and planning experience
• 2+ years of experience communicating effectively with contact center leadership
• Forecasting methodology (Time Series, ARIMA, Regression)
• Advanced excel user
• Incorporating IEX to run interval level forecasting while adjusting for trends

Preferred Qualification:

• Vendor management or BPO collaboration

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.

Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.