Workforce Planning Analyst – Telecommute

UnitedHealthcare is a company that’s on the rise. We’re expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn’t about another gadget, it’s about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life’s best work.(sm)

Successful support of Operations Business partners in the execution of their staff forecasting and planning, establishment of daily work direction, and real-time inventory routing management to support multiple back-office operations with their inventory service level requirements and business objectives.

Team lead, equip and empower team members through example, oversight and development, to:

• Build and maintain forecasts and staffing plans to provide Operations/Business partners with the information they need to proactively hire, train, and shift staff in order to achieve service levels and financial targets
• Communicating staffing plans, risks, and recommendations to VPs and Directors, and collaboration with these leaders to continually adjust based on changing business needs
• Analyze inventory and performance against targets, identify causation/drivers to any unplanned results, collaborate with Workforce and Operations partners as needed, and determine corresponding work direction
• Communicate the daily work direction plan for/to Operations front line and senior leaders (Supervisors, Managers, Directors, and VPs) to execute – ensuring the right people are in the right place at the right time
• Administer skills/profiles database and routing prioritization logic to ensure accurate work assignment
• Conduct intraday data and metric monitoring, detect inventory and performance issues, and immediately communicate concerning trends and anomalies to support our Operations partners in achieving service levels and business objectives

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Leverage workforce management software, technical and business solutions, and large data sets of historical inventory and performance factors to drive effective short-range staffing plans, daily work direction, and intra-day staffing levels/assignment
• Team lead to onshore and offshore analysts responsible to support multiple back-office Operations teams with WFM management disciplines, responsibilities include: communicating clear direction/expectation, empowering and encouraging high performance and innovation
• Leading Business Analysts through example, oversight and development, to execute on Workforce fundamentals of:
  • Understand staffing models for Operations/Business areas, which requires a complete knowledge of Ops’ business objectives, inventory, and performance metrics
  • Routinely present to and collaborate with Operations/Business partners, including VPs and Directors on staffing models, data analysis, and recommendations to improve service while reducing cost
  • Develop effective/strategic business solutions through research and analysis of data and business processes to solve staffing or inventory crises/challenges, including developing innovative approaches to solve problems
  • Analyze, review, forecast, and trend complex data – identifying viable options to enable data-driven decisions that establish Business’ operating model and organizational structure
  • Work independently and have a strong business ownership, while serving as a resource to others
• Conduct data analysis using workforce management software, inventory reporting, and performance applications to:
  • Review and evaluate daily, weekly, and monthly performance to detect trend and outlier concerns negatively impacting, or with the potential to negatively impact, Operations’ ability to meet their inventory targets, service levels, and financial targets including managing/meeting performance guarantees and budget
  • Interpret current state inventory, receipts, days on hand, aging, completions, and TAT against the capacity forecast/plan and the required key performance metrics/service levels to establish the daily inventory management and work direction plan, ensuring Operations has line of sight to the various inventory types/volumes for team members to be aligned to the appropriate work type and aging priorities to execute the most effective strategy to meet service levels
  • Understand the current performance factors of utilization, efficiency, schedule conformance, availability, and VPH as well as evaluate the impact and research the reasons for variance against the plan
• Effectively communicate with multiple levels, from peers to director and VP level positions, both verbally and in writing regarding such matters as:
  • Daily work direction and production expectations through effective agendas, daily workforce/operations inventory meetings, and post-call summary communications
  • Current status of daily inventory performance against service targets and any concerns around meeting service levels, e.g. performance factors, inventory mix, process gaps, system issues, education/skill concerns
  • Assisting Business Partners in preparing talking points for remediation plans on misses
  • Action plans for remediation of issues, e.g. breaking containment, skill profile changes, requiring overtime
  • Monitor, detect issues, and respond [real-time urgent action] to inventory, aging, and performance metrics data – collaborating with Operations partners to make necessary adjustments to solve for broken process, routing, or other issues causing stalled inventory/service, which includes ensuring that roadblocks, holds, and other issues are escalated with appropriate urgency
  • Manage intra-day staffing levels aligned with multiple work queues and drive the most effective methods for staffing adjustments including adjusting profiles/skilling assignments and/or work-type prioritization
• Apply an understanding of the technical and business solutions to optimize daily work direction, constructively offer suggestions around staffing forecasts, and identify and provide possible solutions for performance, system, process or skills issues whether in planning process or intra-day management
• Support the preparation and maintenance of reports, dashboards and monthly packages relating to inventory and production levels, aging of inventory, and effectiveness of performance
• Be a Trusted Advisor measured by achieving a high level of partner satisfaction through providing training on tools, reports, dashboards, and processes to team members and management as needed, as well as being a resource to all Business Partners
• Lead innovation and process improvement within Workforce Management, including involvement in local project teams as subject matter experts to improve efficiency across the organization

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 be interested in.

Required Qualifications:

• Associate’s degree or 2+ years of experience in business/finance analysis or workforce forecasting and planning
• 3+ years of experience analyzing information from multiple data sources to identify trends and outliers for issue detection and problem resolution
• 2+ years of experience in capacity modeling, six sigma/process improvement, or project management
• 2+ years of experience with either back-office or call center transaction and production tracking applications
• 1+ years of experience communicating with, and presenting to, VPs or Directors to provide performance status and recommendations as well as collaborate for solutions
• 1+ years of experience using advanced level of proficiency in MS Excel working with large data sets, including ability to utilize VLOOKUPs, create pivot tables and graphs, and incorporate complex formulas
• Excellent verbal and written communication skills, including proven ability to effectively present data and trend analysis, work direction, concerns regarding performance, action plans, solutions, and opportunities
• Intermediate level proficiency in MS Word and MS PowerPoint
• Adaptable and able to quickly move with change while maintaining a positive attitude
• Ability to work a flexible schedule as needed for infrequent occasions, including early hours, weekends, and holidays

Preferred Qualifications:

• Previous experience with MS Access with the ability to understand queries
• Previous experience maintaining an automated work routing application in a back-office environment, i.e. enterprise work router
• Previous experience working with scheduling applications, e.g. IEX
• Previous experience in Tableau with skills in creating adhoc reports, and MS Visio for process flows/mapping
• Experience in the Healthcare Industry with products and services

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement result in rescission of an employment offer or termination of employment.

Careers with UnitedHealthcare. Let’s talk about opportunity. Start with a Fortune 5 organization that’s serving more than 85 million people already and building the industry’s singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they’re found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that’s second to none. This is no small opportunity. It’s where you can do your life’s best work.(sm)

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $66,100 to $118,300. The salary range for Connecticut/Nevada residents is $72,800 to $129,900. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

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.