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Workforce Planning Analyst

Company: UnitedHealth Group
Location: Eden Prairie
Posted on: September 20, 2022

Job Description:

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) If you are located near Eden Prairie, MN, you will enjoy the flexibility to telecommute* as you take on some tough challenges. Primary Responsibilities:

  • Effectively communicate/present to Operations partners on staffing models, data analysis, and recommendations to improve service while reducing cost (OT)
  • Identifying solutions that maximize business productivity/efficiency involving schedule optimization
  • Partnership with Training team (L&D) and Operations for new hire schedules (FTE and FTC); creating. assigning and delivering production schedules based on forecast requirement
  • Managing schedules from generation to review and clean-up including ad hoc schedule changes (temporary/permanent shift change) and SHIFT BID
  • Managing in-office and out of office shrinkage (planned and adhoc)
  • Managing Time-Off groups and audits
  • IEX administration; agent profile clean up and audits
  • Utilize / support workforce management technology (Maintenance and configuration to WFM system; activity code creation/maintenance, time off rules, Web Station, etc.) to meet evolving business needs
  • Produce daily business impacting decisions or recommendations regarding staffing
  • Manage staffing levels to meet business needs on a day - to - day basis
  • Ensure proper daily staffing levels to meet established metrics (e.g., performance guarantees, hours of operation, voluntary time unpaid, mandatory overtime), utilizing applicable action steps / playbooks
  • Demonstrate understanding of applicable business strategies, goals, and processes as they relate to workforce management
  • Demonstrate understanding of call routing processes and skill designs (e.g., holiday hours, emergencies, multi - skilling, multi - channel work requirements, etc.)
  • Ensure real - time schedule adherence and skill priorities
  • Ensure that employee schedules are kept up to date in NICE IEX, reflecting all daily events, vacations, absences, etc.
  • Deploy / redeploy resources in real time to meet current business levels / needs (e.g., re - skilling, real - time skill management)
  • Monitor attendance / schedule adherence, and take action as needed (e.g., update schedules, realign resources, notify Contact Center management of upcoming issues)
  • Monitor / analyze workforce metrics / data
  • Run daily reports, communicate results, and back up WFM Analysts
  • Assist with historical data analyses of performance data to identify trends / patterns, and make appropriate recommendations (e.g., call volumes, intra - day patterns, root cause analysis)
  • This role is Remote, but candidates must be local to the Eden Prairie, MN area to be available for occasional monthly team meetings onsite)
    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 2+ years of -experience in an Operations or Workforce Management environment
    • 1+ years of experience writing job aids or standard operating procedures
    • 1+ years of experience explaining complex data sets and/or processes
    • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state, and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation
      Preferred Qualifications:
      • Experience in SQL and MS Access
      • Experience in Tableau
      • Experience in NICE IEX -
      • Experience in Genesys
      • Experience in Excel
        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 may result in rescission of an employment offer or termination of employment. 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) *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. Keywords: Optum, UnitedHealth, Workforce Planning Analyst, Operations, Workforce Management, Standard Operating Procedures, Job Aids, Data Management, Data Analysis, Staff Management, SQL, MS Access, Tableau, NICE IEX, Genesys, Excel, Remote, Telecommute, WFH, WAH, Eden Prairie, MN, Minnesota, Hiring Immediately, #RPO, #YELLOW

Keywords: UnitedHealth Group, Eden Prairie , Workforce Planning Analyst, Professions , Eden Prairie, Minnesota

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