Sr Business Process Analyst – Remote

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.  

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.”.

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

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 Network Operations Center (NOC) can allocate call volumes as needed
• 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 regarding project status, enterprise learning, and workforce management requirements
• 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

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:

• 3+ years of Workforce Management Contact Center experience
• 3+ years of process improvement, workflow, benchmarking and/or evaluation processes
• 3+ years of operational and/or procedural aspects of a call center
• 3+ years of working closely within a team environment
• Experience working with and influencing cross-functional teams

Preferred Qualifications:

• Experience with call routing, IVRs, PBXs, ACDs, Genesys (on Prem) or CXone, Amazon Connect Inbound, CMS modifications and vendor scripting
• Experience with workforce planning concepts
• Experience with call center capacity planning and staffing models
• Tableau or reporting creation
• Proven project management

*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 salary for this role will range from $71,200 to $127,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. 

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.