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.

Positions in this function are responsible for all planning, scheduling, real-time monitoring and management of staffing levels and adjusting as necessary. Responsible for analyzing, implementing and monitoring workforce planning initiatives to optimize and scale the evolving workforce with short and long-range plans. Collaborates with business leaders, Finance and other stakeholders to review existing and future workforce needs and ensure alignment with business objectives and financial goals. Collects, interprets and evaluates workforce metrics to provide data driven insights for internal and external talent pool assessments, headcount reviews, forecasting and business scenario planning. Delivers value through actionable insight addressing operation workforce risks and opportunities.

Primary Responsibilities:

• This position is responsible for forecasting staffing variables (i.e. volume, average handle time, off-phone activities, overflow, etc.) and working with the leadership team to validate the planning assumptions and volume forecast
• Formulate recommendations based upon analysis, data and input from users and departmental management
• Maintaining a close working relationship with all departmental leadership in developing staffing strategies
• Advise Operations regarding balancing work volume; collaborate with managers within and across sites to balance workload between departments on a regular as well as ad hoc basis
• Partner with Operations regarding forecasting / planning based on actual experience and trend analyses and implement necessary tactics to achieve service targets
• Partner with staff and leadership (e.g., Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis of reports (e.g. consolidate queues, change phone hours)
• Analyze, develop action plan and resolve service delivery and / or service level issues
• Review Key Performance Metrics and subsequent drivers, implementing actions for improvement
• Adjust workforce requirements based on changing / dynamic forecasts; reforecast when necessary
• Collaborate with supervisors to identify and track both planned and unplanned absences
• Review forecasts on an intra - daily, weekly, monthly and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and implement solutions
• Identify volume trends and averages on a monthly and quarterly / seasonal (when necessary) basis
• Establish and maintain communication channels regarding events that impact call and claim volumes
• Analyzes and investigates
• Provides explanations and interpretations within area of expertise
• 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 regard 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:

• College Graduate/ Highschool Graduate/ SHS Graduate
• 5+ years of experience in Workforce Management, 2+ years in capacity planning, forecasting, budgeting & scheduling
• Experience in workforce management, budget planning, analytical and/or statistical experience preferably in a call center environment 
• Experience in leading change, driving performance, and reducing operational defects
• Solid business, operational and procedural knowledge of a contact center
• Analytical with experience identifying root cause of defects and removing defects
• Proficiency with MS Office (e.g., Excel, Access) 
• Technical understanding of telecom hardware (e.g., PBX, ACD, IVR)
• Understanding of contact center planning and routing software and programming requirements (e.g., CMS modifications, vector scripting,)
• Knowledge of Human Resource policies and procedures
• Statistical analysis skills
• Written and verbal communication skills
• Business focus to understand company's vision, mission and strategy to achieve long and short term goals
• Adaptable and able to move with change while maintaining a positive attitude
• Proven dependable and consistent
• Superior planning and organizational skills that effectively allocate and manage resources across the site
• Solid problem solving skills that enable quick identification and efficient resolution of issues
• Proven highly respected individual with ability to influence others and build solid relationships

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.

Optum is a drug-free workplace Optum Global Solutions (Philippines) Inc. All rights reserved.