Capacity Planner – Multiple Locations

As a Planner, you will grow and develop as you conduct and manage outcomes of various studies. You will be challenged to analyze, review, and forecast data for operational and business planning. As part of this elite team, you will be empowered to impact the health care system through the analysis and interpretation of data and presenting recommendations for business solutions. 

Responsibilities:

• Compile, analyze, review, forecast, and trend complex data
• Present analysis and interpretation for operational and business review and planning
• Support short and long term operational / strategic business activities through analysis
• Develop recommended business solutions through research and analysis of data and business process and implement when appropriate
• Support ad hoc operational/strategic business activities through analysis and reporting
• Review and report on key operational metrics including volume, average handle time, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time
• Perform other job-related work as assigned

• Required Qualifications:

  • 4+ years of Workforce Management (WFM) experience supporting Call Centers or Back Office (investigation/transactional) operations,
  • 3+ years of senior or executive level communication and/or presentation experience delivering detailed analyses and/or sound business cases or recommendations
  • 3+ years of experience with long range planning, financial modeling and complex data analysis of all contact center/back-office service area metrics
  • 3+ years of experience identifying sources of data, consuming and rationalizing the data, defining key production indicators and report building
  • 3+ years of experience handling complex operations and financial issues that may have division- or company-wide scope
  • Intermediate to advanced level of proficiency with PC based software programs and automated database management systems (Excel and PowerPoint)
  • Strong analytical and critical thinking skills to identify trends and influence business decisions
  • Excellent oral and written communication skills
  • Experience with Workforce Management (WFM) software including NICE, Aspect, Verint

  Preferred Qualifications:

  • Experience in the Healthcare industry

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: Optum 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.

Optum is a drug-free workplace. © 2024 Optum Global Solutions (Philippines) Inc. All rights reserved.