Senior Business Analyst – Multiple Locations

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.

You believe data can help reshape the future, and you find yourself loving the thrill of diving into challenging analysis. At UnitedHealth Group, you’ll find an organization that will recognize those talents and have lots of growth potential. Here, you will be empowered, supported and encouraged to use your analysis expertise to help change the future of health care. Does the challenge intrigue you?

This role is part of Performance Enablement and Readiness team and is responsible for reviewing and analyzing operational vendor staff planning. This position will also be involved in presenting information for short term and long term operational and business planning. The position will also support short and long term operational/strategic business activities by developing, enhancing and maintaining operational information and staffing models. Successful employees in this role have had solid Call Center Management experience, Workforce Management experience, or have experience as a Vendor working with large corporations.

Primary Responsibilities:

• Analyze, review, forecast, and trend complex data
• Maintains capacity plan/s or models to ensure coverage of workload demand
• Prepare and submit lock forecast to all partners
• Build complex models, calculators, templates, and simulations
• Utilize ERLANG and IEX modeling to create predictive service models
• Develop and implement strategies to optimize workload distribution, balancing workloads to meet business needs and maintain high levels of productivity
• Analyze current processes and identify opportunities for improvement in workload management, resource allocation, and productivity enhancement
• Collaborate with internal and external partners to understand workload demands, anticipate future needs, and align workforce planning accordingly
• 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
• Reconciles operational data and business forecasts
• Support short and long term operational / strategic business activities
• Assess and interpret business needs and requirements
• Identifies solutions to non-standard requests and problems
• Solves problems and/or conducts effective analyses
• Translates concepts into practice
• Clearly and effectively communicates explanations and information to others in a timely manner
• Conduct calibration calls with vendors weekly/monthly to review capacity projections
• Ensure efficient utilization of resources and maximizing productivity across the organization
• Communicate regularly with internal and external partners to report on workload management initiatives, progress, and results
• Works with minimal guidance; seeks guidance on the most complex tasks
• 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

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:

• 5+ years of experience in Workforce Management; with solid focus on Forecasting, Scheduling and Capacity Planning
• Experience with Call Center Management, Workforce Management, or Vendor Management
• Experience with process improvement, workflow, and / or evaluation of business processes
• Experience with IEX and reporting
• Experience with Genesys & call routing optimization
• Experience communicating analysis including trends and opportunities to stakeholders and the business both in writing and verbally
• Experience with problem solving multiple priorities and to researching conflicting and / or inaccurate data
• Experience in and aptitude for dealing with internal and external partners
• Expert level of proficiency with Excel

Preferred Qualifications:

• Bachelor’s degree in business administration, or a related field 
• Proven experience in workforce management, capacity planning, or operations management, with a focus on workload efficiency and productivity improvement.
• Solid analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions
• Ability to travel occasional to UHC worksites

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. © 2025 Optum Global Solutions (Philippines) Inc. All rights reserved.