Supervisor Workforce Planning

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.

Primary Responsibilities:

• Leading a team that will provide short term forecasting, scheduling, and inventory management support for Operations
• Managing the delivery team of the process not limiting to RTAs but may also include Scheduling & Planning
• Managing/designing KRA’s for the team to align with the overall process requirement
• Directly responsible for maintaining stakeholder relationship (internal & external)
• Manage Service Level & Abandon, Shrinkages, Schedule & Break adherence
• Need to be well versed with scheduling, planning & forecasting methodology
• Creating & executing scheduling for the processes & escalating deviation to Operations
• Informing Operations of mitigation plans, managing exceptions
• Help in implementing WFM scheduling/RTA support
• Incumbent will work with his team who in turn will work with operations daily to ensure there is adequate staffing in the schedules to achieve contractual service level objectives and back-office turnaround times
• Works closely with the Workforce RTA /Operations teams to ensure all parties are aware of intraday and intraweek staffing overages/shortages and mitigation plans
• Annually or during ramp periods, ensures all new hire staff are provided schedules and entered IEX with correct information and skilled appropriately for work type 
• Provides ongoing support with managing improvement in metrics (shrinkage, AHT reductions), trend reporting
• Use workforce management software and work volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments.
• Review & support short term forecasting and daily/intraday staffing allocations
• Help Team Utilize call center tools to observe agents’ actual state compared to scheduled state
• Help Team Manage outbound and back-office inventory to help ensure that service levels and turnaround times are met
• Gain an understanding of the technical and business solutions such as: optimized schedules, forecasts and other tools, and present them to management
• Review the reports Prepared and help maintain reports, dashboards, and monthly packages
• Leverage workforce management software, technical and business solutions, and large data sets of historical inventory and performance factors to drive effective short-range staffing plans, daily work direction, and intra-day staffing levels/assignment
• Manage onshore and offshore analysts responsible to support multiple back-office Operations teams with management disciplines, responsibilities include communicating clear direction/expectation, frequent employee feedback and development, empowering and encouraging high performance and innovation
• 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

People Related:

• Excellent Interpersonal, people management & stakeholder Management skills
• Be professional and courteous & maintain a high level of integrity and confidentiality at all times
• Assist and support fellow teammates & Managers wherever required & be part of a collaborative work environment in achieving personal & team goals
• Team players with a ready disposition to learn. Professional mannerisms
• Customer Centricity, Commitment, and reliability
• Versatile and adaptable, motivated by achieving targets
• Mental agility (ability to process tasks quickly and efficiently to maintain a quality service to our customers)

Required Qualifications:

• Graduate
• Should have an Analytical bent to understand data points. Should be sound with Graphs, Trend Analysis, Projections basis Trends etc.
• Experience working in a call center and/or back-office operations
• Workforce management experience
• Proficient in MS Office (MS Excel, MS Word, PowerPoint)
• Proven excellent analytical skills.
• Proven excellent comprehension of spoken & written English and interpretation into appropriate action and intended outcome with required accuracy

Preferred Qualifications:

• Experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis and/or Blue Pumpkin
• Ability to work a flexible schedule and weekends, Should be willing to work in 24X7 environment
  Team handling experience with a proven track record

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.