Workforce Planning 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.

The Workforce Sr Support Analyst will be a key resource to WFM representatives acting in a "lead" capacity for their team and to serve as subject matter expert, provide guidance to their team around process/issue resolution and assist management in coordinating team activities.  This role offers coaching, training and mentoring opportunities and team engagement experience for individual contributors seeking to develop their leadership skills.  .

Primary Responsibilities:

The Sr Support Analyst will serve as a resource to WFM representatives and management through the following:

• First point of contact for team members requiring assistance
• Leading team trainings/new processes in team meetings
• Conduct Quality Assurance assessments
• Sharing best practices and tools broadly
• Provide OJT mentorship
• May coordinate daily/weekly/monthly activities of team members
• Assists with issue management
• Assists with team metrics priorities
• Identifies knowledge gaps or team opportunities
• Help resolve escalated issues
• Maintains proficiency in all applications (technical skills and system knowledge)
• Assists management in administrative tasks
• With guidance and direction from management, a Sr Support Analyst may take on additional responsibilities such as:
  • Represent WFM on internal business calls and meeting
  • Use IEX, SQL and GC to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments. Makes recommendations and adjustments as needed
  • Ensure the proper administration of IEX and keep the system updated ensuring accurate results
  • Creates processes and procedures around best practices
  • Ensures team is applying proper workgroup assignments
  • Serve at technical support for team, assisting with proper outage procedures when necessary
  • Ensures team is monitoring real-time outbound/inbound call traffic to meet service levels
  • Ensure team delivers RTA reports (attendance, daily readout timely with detailed analysis)
  • Makes daily business impacting decisions or recommendations regarding staffing
  • Partners on process and makes recommendations for optimal scheduling
    Perform other duties as required
• 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

Eligibility
To apply to an internal job, employees must meet the following criteria:

• To be considered, your last performance review rating should be a "Meets Expectations" or better
• You won't be considered if your last performance rating was a "Needs Improvement" and/or you are currently on a corrective action plan (CAP) or on active Disciplinary Sanction
• The company can keep employees who have satisfied all the posting requirements from applying for a job because of business needs. These scenarios will be discussed and agreed between the Business Leader (SG31+), People Business Partner for the respective business and Country Talent Acquisition Leader
• Employees may choose to apply for any of the following:
  • Positions within same grade (SG25 or SG26 can apply)
  • Positions at one grade higher than their current position (SG27 can apply)

Required Qualifications:

• High school Diploma/GED (or higher)
• 3+ years Workforce Management experience
• 2+ years experience with workforce systems such as GC, IEX, Genesys
• Proficient with MS Excel, Word, Powerpoint (i.e. creating spreadsheets, v-lookups, pivot tables, etc)
• Proficient with SQL

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.