Supervisor, Workforce Planning – Back Office

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.

This position will give successful support of daily workforce team and operations business partners in the execution in establishment of daily work direction, real-time inventory routing management, and execution of staff forecasting and planning to support multiple back-office operations with their inventory service level requirements and business objectives.

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

Primary Responsibilities:
*    Ensure your teams feel valued, included, and supported. Help create an environment where everyone can reach their full potential, be themselves and make a meaningful impact
*    Lead analysts responsible for workforce planning for multiple back-office operations teams. Ensure consistent clear communication/direction with employees including regular, effective one-on-ones to remove roadblocks, foster relationships, provide feedback and development opportunities.  Be self-aware, compassionate, and genuine in service to all team members. Be inclusive, advance diversity, and create collaborative, engaged and high-performing teams. Be courageous, empowering, and supportive so each person can achieve their goals
*    Develop effective working relationships with employees/coworkers and stakeholders, that emphasize communication, collaboration and follow through on commitments, to be perceived as a trusted business partner with all constituencies. Focus on outcomes with curiosity, assuming positive intent, working collaboratively with others to maintain effective, professional relationships within and across team and departmental boundaries, advocate for others
*    Develop a deep understanding of your business operations, market dynamics, customer needs, industry trends, and lead your team to make informed decisions and drive success
o        Lead WP&S initiatives within your organization
o        Plan and facilitate effective meetings, providing clear communication of tasks at hand and appropriate follow up to keep channels of communication open across stakeholders
o        Ensures onboarding plans remain updated and are effectively implemented – SOP’s updated and effective
o        Manage team PTO and cross-training to ensure adequate coverage in all areas
o        Drive WFM Unification efforts to streamline services provided to operations
o        Demonstrate credibility through knowing your line of business
o        Identify and act on opportunities for delegation of work to team members, allowing for ownership within your team
o        Find ways to continue to connect and build relationships internally to materially benefit each team member
o        Recognize and celebrate individual and team accomplishments
o        Foster open communication channels, including regular meetings with staff to relay organization updates, promote culture, team building exercises, feedback, best practices
o        Promote Teamwork
*    Seek and support innovative ways to increase efficiencies in our overall processes and organizational structure
*    Deliver Quality the First Time, Every Time
o        Eliminate mistakes, increase credibility, reduce rework, and maintain our brand
o        Drive escalated issues specifically when goals may be compromised, there is risk of financial targets not being achieved and/or the customer experience may be unsatisfactory unless deliberate actions are taken
o        Support recommendations to ensure financial goals are achieved. (PGs, Financial OT)
*    Lead and develop analysts through example, oversight, and development to execute on workforce planning fundamentals of:
o        Work independently and have a solid business ownership, while serving as a resource to others
o        Take specific actions to collaborate and build trusting relationships with business partners and those we serve
o        Be a Trusted Advisor to Operations, team members and management as needed, as well as being a resource to all Business Partners –   A trusted advisor is someone who has exceptional, targeted knowledge in a particular industry; one you can expect to provide unbiased advice
o        Proactively plan according to current trends; strategize based on anticipated trends and projection
o        Enable data-driven decisions that establish Workforce Planning & Support as a ‘trusted advisor’
o        Plan and facilitate effective meetings, providing clear communication of tasks at hand and appropriate follow up to keep channels of communication open across stakeholders 
o        Adjust meetings as necessary to fit within the business schedule
o        Provide an agenda, as well as notes with appropriate action items after each meeting
o        Collaborate with all workforce planning functions to support WPS unification efforts and streamlining services provided
o        Improve inventory planning and alignment between Workforce Analysts (WFA), Short Range Planning (SRP), Long Range Planning (LRP), Scheduling & Configuration, and Industrial Engineering (IE) teams by analyzing data, identifying opportunities to planning partners to ensure appropriate staffing and inventory/aging service levels
o        Work with business partners to understand their general processes and workflow, using shadowing as an opportunity to strengthen our products and services
o        Analyze inventory and performance against targets and determine corresponding work direction and to identify opportunities for operations
o        Effectively communicate the daily work direction plan for/to Operations, Supervisors, Managers, Directors, and VPs, verbally and/or in writing
o        Administer skills/profiles database and routing prioritization logic to ensure accurate work assignment
o        Conduct data analysis of current state inventory, receipts, completions, capacity, and agent performance including intraday data and metric monitoring, detect inventory and performance issues, and immediately communicate concerns. Collaborate 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
o        Perform ad hoc analysis to identify trends, patterns, and opportunities to improve overall business performance
o        Support the preparation, maintenance and analysis of reports, dashboards and monthly packages relating to staffing, inventory, and production levels, aging of inventory, and effectiveness of performance
o        Support business areas during reported system outage and latency
o        Provide guidance to operations on appropriate scheduling practices to achieve 95-105% conformance, utilizing appropriate processes; or realize a 2% improvement throughout the year. Oversee the development, testing and implementation of technical solutions
o        Educate Operations supervisors, managers, and directors on the WPS tools to help them gain an understanding and appreciation of the tools and how they can be used to more effectively help their team members become as successful and efficient as possible
o        Assist Business Partners in preparing talking points for remediation plans on misses and action plans for remediation of issues
o        Take the initiative on projects, committees, and special requests
o        Apply an understanding of the technical and business solutions available to optimize daily work direction, constructively offer suggestions related to staffing forecasts. Identify and provide potential solutions to address issues in performance, systems, processes, or skills, whether in planning processes or intra-day management

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:
*    2+ years of workforce management, planning, and forecasting
*    2+ 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
*    2+ years of experience analyzing information from multiple data sources to identify trends and outliers for issue detection and problem resolution
*    1+ years of experience effectively leading a team, initiatives, or projects
*    1+ years of experience with either back-office or call center transaction and production tracking applications
*    1+ years of experience communicating with, and presenting to, leadership to provide performance status and recommendations as well as collaborating for solutions
*    Intermediate level proficiency in MS Word and MS PowerPoint
*    Proven 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
*    Proven to be 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:
*    Experience with MS Access with the ability to understand queries
*    Experience maintaining an automated work routing application in a back-office environment, i.e., enterprise work router
*    Experience working with scheduling applications, e.g., IEX
*    Experience in capacity modeling, six sigma/process improvement, or project management 
*    Experience in Tableau with skills in creating ad hoc reports, and MS Visio for process flows/mapping
*    Experience in the Healthcare Industry with products and services 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $58,800 to $105,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

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.

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