Capacity Planner
2 weeks ago
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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
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.
Primary 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
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives
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
- Experience with Workforce Management (WFM) software including NICE, Aspect, Verint
- Intermediate to advanced level of proficiency with PC based software programs and automated database management systems (Excel and PowerPoint)
- Proven solid analytical and critical thinking skills to identify trends and influence business decisions
- Proven excellent oral and written communication skills
Preferred Qualification:
- Experience in the Healthcare industry
Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity 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.
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