Workforce Scheduler

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 Scheduler is responsible for creating and managing staff schedules that align with forecasted support demand, ensuring the right number of people with the right skills are scheduled at the right time to meet business needs efficiently and cost-effectively. By translating long- and short-term staffing plans into precise weekly and daily schedules, this role directly supports operational efficiency, schedule execution, and service level attainment. The Scheduler leverages workforce management tools (e.g., NICE IEX) and data insights to optimize shift patterns and staffing coverage, adjusting for peak periods, holidays, and planned activities. This includes accounting for all types of shrinkage (PTO, trainings, meetings) in advance and maintaining agility to respond to real-time changes. In addition, the Workforce Scheduler contributes to continuous improvement by analyzing scheduling outcomes (such as adherence, occupancy, and coverage vs. requirement) to identify trends and opportunities, helping refine the scheduling process and ensure service level (SL) targets are consistently met or exceeded.

Primary Responsibilities:

• Staffing Schedule Creation & Optimization: Build, generate schedules for agents across all ITSS support teams and sites, and maintain weekly/daily staffing schedules that meet forecasted requirements. Use WFM software (e.g., NICE IEX) to optimize shift assignments, rotations, and break allocations, ensuring coverage matches predicted demand curves while minimizing overstaffing or understaffing. Regularly review and refine scheduling patterns to improve efficiency and accommodate volume trends or organizational changes
• Shift Planning & Real-Time Adjustments: Conduct ongoing shift reviews and adjustments to address intra-day or short-term changes. Proactively coordinate with the Real-Time Management (RTM) team to handle day-of operations - for example, implement "real-time schedule updates" or initiate overtime/Voluntary Time Off (OT/VTO) recommendations in response to unexpected volume spikes or absences. Ensure that schedule changes are executed swiftly to uphold service levels and that any gaps in coverage are filled by reallocating resources or calling in backup staffing
• Exception & Offline Activity Management: Oversee PTO management and scheduling of all offline activities (training, team meetings, coaching sessions, etc.) so that they are planned into the workforce schedule. Process and approve time-off requests within policy limits and integrate these exceptions into the master schedule. Work closely with Operations and team leads to schedule required offline events at times that minimize impact to customers, thereby balancing employee needs with operational goals. Maintain accurate schedule data by updating agent profiles and availability in the WFM system (e.g., IEX) as needed for any changes
• Forecast Alignment & Capacity Planning Integration: Partner with the WFM forecasting and planning team - for example, working with planners like Sittie, Noie, and Glaisa - to ensure schedules accurately reflect forecasted staffing requirements and capacity plans. Translate long-term headcount plans and interval-level forecasts into actionable scheduling plans, flagging any variances or staffing gaps in advance. Through close collaboration with WFM forecasters/planners and real-time analysts, the Scheduler helps synchronize the plan from capacity planning through daily work direction to maximize staffing effectiveness
• Stakeholder Communication & Coordination: Serve as a point of contact for schedule-related updates and coordination. Communicate finalized schedules, changes, and associated rationale to Operations managers and team leaders in a timely manner. Collaborate with Operations (support supervisors and managers) to understand business needs or constraints (e.g., new hire onboarding, product launches) and incorporate those into scheduling. There is a strong emphasis on cross-team teamwork - as highlighted by leadership, close collaboration between RTM, schedulers, and planners is essential to scheduling success - so this role regularly interfaces with the RTM team and WFM planners to ensure everyone is aligned on priorities and any contingency plans
• Performance Monitoring & Continuous Improvement: Track scheduling performance metrics such as schedule adherence, service level by interval, and utilization. Identify patterns or issues (for instance, recurring coverage shortfalls or excess capacity) and work with the WFM team to refine forecasting assumptions or scheduling rules accordingly. Provide input on improvements to scheduling processes or tools, such as utilizing the built-in schedule optimization functions in IEX and real-time automation tools (like Intradiem for alerting and rescheduling) to enhance staffing efficiency. The Scheduler's goal is to continuously improve schedule accuracy and effectiveness, contributing to initiatives that improve overall workforce management outcomes
• 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 experience in contact center workforce management with a focus on scheduling or related WFM functions (e.g., real-time or planning)
• 2+ years of experience with WFM software (such as NICE IEX, Verint, Intradiem, or similar scheduling tools) including schedule generation and maintenance
• Experience in communicating and collaborating with contact center operations leadership (e.g., team managers, supervisors) to implement staffing plans or schedule changes
• Workforce Scheduling Methodology: Solid knowledge of scheduling principles and best practices - designing optimal shift patterns, rotations, and coverage models that meet business needs. Able to balance operational requirements with employee preferences while maintaining efficiency and compliance
• Intraday & Real-Time Management Acumen: Solid understanding of intraday management techniques and how schedule adherence and real-time adjustments impact service performance. Capable of working with RTM to execute updates (e.g., call-outs, OT/VTO offers) and mitigate risks to service levels in real time
• Proficiency in MS Office, particularly Excel (advanced skills with reports, pivot tables, data analysis)
• Analytical & Optimization Skills: Proficiency in using WFM tools and data analysis for schedule optimization. Leverages advanced features of scheduling software (for instance, the schedule optimization functions in IEX) and interprets data (forecast vs. actual, staffing variance, adherence reports) to continuously improve schedule accuracy and staffing efficiency
• Collaboration and Communication: Proven excellent teamwork and communication skills, with the ability to work hand-in-hand with WFM planners, forecasters, and RTM teams and to liaise effectively with Operations. Demonstrated ability to clearly articulate scheduling plans, negotiate adjustments, and build consensus among stakeholders in a fast-paced support environment

Preferred Qualification:

• Understanding of contact center metrics and dynamics (service level, AHT, occupancy, shrinkage, etc.); prior exposure to multi-site or BPO vendor coordination

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.

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