workforce capacity PlannerUnitedHealth Group

Job Description
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.
Positions in this function are responsible for all scheduling, monitoring 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 to 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, reviews processes and monitors plan effectiveness.
Primary Responsibilities:
Use workforce management software and call volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments
Utilize call center tools to observe agents actual state compared to scheduled state
Manage real-time inbound call traffic to help ensure that service levels are met
Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
Prepare and maintain reports, dashboards and monthly packages
May act as a resource for others
May coordinate others activities
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
4+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis and/or Blue Pumpkin
2+ years Supervisor/People Management experience
Experience in RTA and Capacity Planning
Experience in Handling Non Voice LOBs
Experience in building performance dashboards
Experience in handling onshore WFM counterparts
Extensive Workforce Management experience
Intermediate level of experience with MS Excel (i.e., creating spreadsheets, v-lookups, pivot tables, etc.) and MS Word
Knowledge on using Tableu, PowerBI and Work Routers
Ability to work a flexible schedule, including weekends
Ability to work independently