Workforce Planning Manager / Back Office - Telecommute

Our mission in Workforce Management is to be: Trusted Advisors who consistently deliver cost-effective solutions while balancing strategy with risk and compassion to delight our employees, customer and shareholders.

In this exciting role, you will provide leadership and strategic influence within the Workforce Inventory Management team. You will lead and be responsible for multiple Workforce Management projects and key initiatives designed to enhance our planning and execution capabilities; successfully completing & delivering innovative; and effective solutions to meet all our Customer, Consumer, Provider, Employee and Shareholder commitments. This leader works with closely Workforce Planning teams, business leaders, and site leadership to drive support and deeper engagement. You will also be heavily involved with setting up recurring status meetings with the business, fielding questions from the business, as well as handling issues that arise from the business. Maintain and execute on the Workforce Vision of "Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company."

Primary Responsibilities:

• Manage Government REWORK inventory management, Operations Planning & Support Services projects


• Anticipate challenges & obstacles; proactively addressing potential issues


• Lead Workforce Planning support through gathering and updating project materials, completing budgeting, forecasting, project documentation, business flows, and lessons learned documents


• Create strategies to maximize resources and drive support across the Workforce Planning team


• Speak to details of the project to both the business and technical teams from beginning to end of all projects


• Drive a culture of root cause analysis, with a focus on removing variation from the system and removing defects from processes


• Analyze performance data and work to re-engineer processes through benchmarking with external and internal business partners


• Establish and maintain communication channels regarding events that impact call and claim volumes


• Utilize organizational & business resources appropriately


• Manage cross-functional interdependencies


• Improve processes to optimize performance and value over time


• Provide risk management and issue/problem resolution as required


• Effectively manage all aspects of project lifecycle (Scope, Time, Resources, Budget, Quality, Risks, Issues, Relationships, & Communications)


• Partner with staff and leadership (e.g., Site Director, Business Managers, and Supervisors) within and across sites to identify new business opportunities based on analysis of partner feedback & data (e.g. consolidate queues, change phone hours)


• Be a strong change agent and resilient to roadblocks


• Execute with a sense of urgency

Required Qualifications:

• BA/BS degree and/or 3+ years of experience working in a call center preferably in the back office space


• Strong business, operational and procedural knowledge of back office inventory management


• Proven Track record of leading change, driving performance, and reducing operational defects


• Advanced analytical and statistical analysis skills and excellent written and verbal communication skills


• Proven track record of identifying defects and process variation, and working to improve processes and reduce defects


• Superior planning and organizational skills that effectively allocate and manage resources across the site


• Experience scheduling, conducting planning meetings, and managing capacity


• Strong problem solving skills that enable quick identification and efficient resolution of issues


• Business focused with ability to understand company's vision, mission, and strategy and translate those into long and short term objectives for team


• Adaptable and able to maintain a positive attitude while in fast paced and ever evolving environment

Preferred Qualifications:

• Leadership experience working in a contact center, preferably in Workforce Management


• Experience in Workforce Management, with experience with WFM software applications (IEX, Aspect, Blue Pumpkin, etc.)


• Proficiency with MS Office (Including Word, Excel, Outlook, PowerPoint, Access)


• Proficiency with MS Project


• Proficiency with MS Visio


• Project Management Professional (PMP) Certification


• Healthcare Industry experience

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 14 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)

Diversity creates a healthier atmosphere: 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.

Job Keywords: strategic planning, workforce, business process, workforce management, IEX, telecommute, telecommuting, work from home