Workforce Planning and Analysis Manager - Onsite in Franklin, TN or Telecommute

UnitedHealth Group

Atlanta Georgia

United States

Information Technology
(No Timezone Provided)

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

The Workforce Planning & Analysis Manager is a critical role responsible for managing all aspects of Chart operations such as forecasting, resources allocation, and other operational activities while adjusting resources to meet business objectives. This manager will develop capacity/staffing plans and reports that provide management with the understanding needed to make operational decisions in order to ensure overall success in a multi-site / countries environment. In addition, this position will be expected to engage in overall quality strategy and define how to provide the best client/employee experience while continuing to drive maximum efficiency.

You'll enjoy the flexibility to telecommute* from anywhere within United States as you take on some tough challenges.

Primary Responsibilities:

  • Overall management of WFM team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.
  • Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance
  • Ensure that the scheduling function is providing optimal forecasting, scheduling, and identifying new methods, strategies, and opportunities
  • Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet client SLAs and maximize efficiency
  • Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format
  • Provide analytics on trends and use data to identify drivers while continuing to evolve clients reporting structure such as Tableau / Power BI integration
  • Serve as a subject matter expert and WFM liaison for specific programs and coordinate with operations teams to ensure consistent business / operational goals
  • Develop and maintain short- and long-term forecast/capacity plans and ensure sufficient staff is available during peak periods
  • Analyze historical trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans

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:

  • Bachelor's Degree or equivalent experience
  • Experience with Workforce Management software (eWFM, IEX, Verint, etc.)
  • Experience in process improvement, change management and overall operational excellence
  • Advanced experience in Excel with competency in VB and VBA for reporting automation (other relevant languages will be looked upon favorably)
  • Experience with Tableau or another cube-based analytics platform
  • Strong working knowledge of Windows based programs (Word, PowerPoint, Access, etc.)
  • Ability to attend frequent meetings with others across global time zones will require some calls to be made outside of standard business hours

Preferred Qualification:

  • 3+ years of experience performing WFM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Diversity creates a healthier atmosphere: UnitedHealth Group 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.

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

Job Keywords: Workforce Planning, Analysis Manager, eWFM, IEX, Verint, Franklin, TN, Tennessee, Telecommute, Telecommuting, Telecommuter, Work From Home, Work At Home, Remote, WAH

Workforce Planning and Analysis Manager - Onsite in Franklin, TN or Telecommute

UnitedHealth Group

Atlanta Georgia

United States

Information Technology

(No Timezone Provided)

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

The Workforce Planning & Analysis Manager is a critical role responsible for managing all aspects of Chart operations such as forecasting, resources allocation, and other operational activities while adjusting resources to meet business objectives. This manager will develop capacity/staffing plans and reports that provide management with the understanding needed to make operational decisions in order to ensure overall success in a multi-site / countries environment. In addition, this position will be expected to engage in overall quality strategy and define how to provide the best client/employee experience while continuing to drive maximum efficiency.

You'll enjoy the flexibility to telecommute* from anywhere within United States as you take on some tough challenges.

Primary Responsibilities:

  • Overall management of WFM team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.
  • Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance
  • Ensure that the scheduling function is providing optimal forecasting, scheduling, and identifying new methods, strategies, and opportunities
  • Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet client SLAs and maximize efficiency
  • Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format
  • Provide analytics on trends and use data to identify drivers while continuing to evolve clients reporting structure such as Tableau / Power BI integration
  • Serve as a subject matter expert and WFM liaison for specific programs and coordinate with operations teams to ensure consistent business / operational goals
  • Develop and maintain short- and long-term forecast/capacity plans and ensure sufficient staff is available during peak periods
  • Analyze historical trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans

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:

  • Bachelor's Degree or equivalent experience
  • Experience with Workforce Management software (eWFM, IEX, Verint, etc.)
  • Experience in process improvement, change management and overall operational excellence
  • Advanced experience in Excel with competency in VB and VBA for reporting automation (other relevant languages will be looked upon favorably)
  • Experience with Tableau or another cube-based analytics platform
  • Strong working knowledge of Windows based programs (Word, PowerPoint, Access, etc.)
  • Ability to attend frequent meetings with others across global time zones will require some calls to be made outside of standard business hours

Preferred Qualification:

  • 3+ years of experience performing WFM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Diversity creates a healthier atmosphere: UnitedHealth Group 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.

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

Job Keywords: Workforce Planning, Analysis Manager, eWFM, IEX, Verint, Franklin, TN, Tennessee, Telecommute, Telecommuting, Telecommuter, Work From Home, Work At Home, Remote, WAH