Senior Backoffice Workforce Analyst - US Telecommute

Unitedhealth Group Inc. Minneapolis , MN 55415

Posted 5 months ago

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.

The Senior BackOffice Workforce Analyst will ensure the business is properly staffed to accommodate anticipated work volume(s), and develop and employ mitigation strategies to address scenarios / situations where work volume(s) and / or available resources are not in alignment. The role will also identify opportunities to enhance operational effectiveness (quantitatively and qualitatively), as they relate to workforce planning.

Primary Responsibilities:

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

  • 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

Daily Work Direction and Monitoring:

  • Conduct data analysis of current state inventory, receipts, days on hand, aging, completions and TAT against the capacity forecast / plan and the required key performance metrics (e.g. utilization, efficiency, conformance) and service levels to develop daily work direction plan (staff / inventory pairing) to meet Operations' inventory targets, service levels, and financial targets including managing / meeting performance guarantees and budget

  • Effectively communicate across a levels of the organization, and via all communications platforms such matters as daily inventory status and work direction, production expectations, stalled inventory concerns, process gaps, system issues, education / skill concerns, recommendations and action plans for remediation, etc

  • Monitor, detect issues, and respond [real - time urgent action] to inventory, aging, and performance metrics data - collaborating 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

  • Manage staffing levels (at the appropriate level of granularity) aligned with multiple work queues and drive the most effective methods for staffing adjustments including adjusting profiles / skilling assignments and / or work - type prioritization

  • Support the preparation and maintenance of reports, dashboards and monthly packages relating to staffing, inventory and production levels, aging of inventory, and effectiveness of performance

  • Be a Trusted Advisor measured by achieving a high level of partner satisfaction through providing training on tools, reports, dashboards, and processes to team members and management as needed, as well as being a resource to all Business Partners

  • Lead innovation and process improvement within Workforce Management, including involvement in local and national project teams as subject matter experts to improve efficiency across the organization

Required Qualifications:

  • High School Diploma / GED or higher

  • Advanced proficiency with Microsoft Excel (build formulas, data analysis, reporting, VLOOKUPs, and Pivot Tables)

  • Ability to work Monday - Friday, 8 - hour shifts during core business hours, with flexibility to work occasional overtime per business needs

Preferred Qualifications:

  • Associate's Degree or higher

  • Healthcare industry experience

  • 2 years of formal back office workforce management experience

Soft Skills:

  • Proven success with short term forecasting methodologies focused on workload volumes and FTE resource needs in dynamic and highly complex business environments

  • Development / creation / implementation of back office WFM infrastructure; (methodology, processes, tools)

  • Demonstrated ability to solve complex problems; glean meaning from whatever data is available; is a quick study of the new and different; adds personal wisdom and experience to come to the best conclusion and solution, given the situation; using a multitude of problem - solving tools and techniques

  • Proven analytical aptitude to identify opportunities for change, identify alternative best practice solutions and anticipate future problems and opportunities

  • Highly effective communicator with an adaptive style for all audiences, across all communications channels

  • Ability to drive change and influence individuals at all levels of the organization and to take appropriate risks

  • Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner

  • Advanced user of workforce management software with an emphasis on; (forecasting, performance tracking, reporting)

  • Highly effective with data manipulation across a wide array of data platforms

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 5 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: 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: UHG, UHC, workforce management, workforce analyst, back office, operational effectiveness, workforce planning, healthcare


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Senior Backoffice Workforce Analyst - US Telecommute

Unitedhealth Group Inc.