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.
Primary Responsibilities:
- Establish forecasts and staffing plans to provide business partners with the information needed to hire, train, and deploy staff to achieve service levels and financial targets
- Communicate staffing plans, risks, and recommendations to VPs and Directors, and collaboration with these leaders to adjust based on business needs
- Analyze inventory and performance against targets and determine corresponding work direction
- Communicate the daily work direction plan for/to Operations Supervisors, Managers, Directors, and VPs
- Administer skills/profiles database and routing prioritization logic to ensure accurate work assignment
- Conduct intraday data and metric monitoring, detect inventory and performance issues, and immediately communicate concerns
- Planning & Forecasting:
- Create and maintain staffing models for Operations areas, which requires a complete knowledge of Ops business objectives, inventory, and performance metrics
- Routinely present to and collaborate with Operations/Business partners, including VPs and Directors on staffing models, data analysis, and recommendations to improve service while reducing cost
- Collaborate with Workforce, Operations, and other business partners to ensure we have accurate data in our models for onshore and offshore, including vendor planning
- Develop effective, strategic business solutions to solve staffing or inventory crises/challenges, including developing innovative models to solve problems to enable data-driven decisions by senior leadership
- Additional Key Responsibilities:
- 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:
- 2+ years of experience in business/finance analysis or workforce forecasting and planning
- 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 standard formulas and functions
- 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 with either back-office or call center transaction and production tracking applications
- 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
- Ability to work a flexible schedule as needed, with a normal daily start time between 7am - 8am Central Time
Preferred Qualifications:
- Experience communicating with, and presenting to, VPs or Directors to provide performance status and recommendations as well as collaborate for solutions
- Experience in capacity modeling, six sigma/process improvement, or project management
- Experience leading medium-sized projects
- 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 Tableau with skills in creating adhoc reports
- Experience using MS Visio for process flows/mapping
- Experience in the Healthcare Industry with products and services
- Proven ability to be adaptable and quickly move with change while maintaining a positive attitude
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