Senior Workforce Planning Analyst

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.

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

Primary Responsibilities:

• Build and maintain short and long-range demand forecasts and capacity plans to drive conversations related to business level performance vs. forecasted performance, future planning assumptions, and potential service risks
• 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
• Drive collaboration and alignment between Workforce Analysts (WFA), Short Range Planning (SRP), Long Range Planning (LRP), Scheduling & Configuration, and Transformation teams
• Facilitate data-driven, fact-based discussions and decisions about future performance
• Present and explain complex staffing requirements in common language for all aligned LOBs to operational partners, including appropriate follow-up across all stakeholders
• Analyze performance/time metrics (e.g. availability, utilization, efficiency, VPH, OT, PTO) to find areas of opportunity that increase Operation's ability to deliver effective, timely service
• Proactively plan according to current trends; strategize based on anticipated trends and projections
• Work with business partners to understand their processes and workflow
• Ensure completeness and accuracy of plan setup by understanding and validating the correct mapping of all required components
• Ensure accuracy in forecasting, maintaining a variance in line with MBO goals for each business
• Actively participate in planning enhancement initiatives by attending all meetings related to training, development, and deployment
• Lead by example while providing mentorship to peers and business partners, fostering skill development and promoting collaboration across teams
• Lead innovation and process improvement efforts within Short-Range planning, including overseeing projects and training objectives
• Leverage expert knowledge to champion workforce tools, foster engagement and understanding among operational and internal partners by serving as a trusted resource

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 4+ years of workforce planning and forecasting experience
• 4+ years of experience analyzing multi-source data to detect trends, outliers, and resolve issues
• 2+ years of experience with either back-office or call center transactions and production tracking applications
• Advanced level of proficiency with MS Excel & PPT (e.g. pivot tables, complex advanced formulas, macros, automation, and data integration)
• Access to reliable transportation and valid US driver's license

Preferred Qualifications:

• Previous experience in capacity plan modeling
• Previous experience working with large datasets and understanding data relationships
• Previous experience with scheduling applications (IEX) and automated work routing applications (EWD) in a back-office environment 
• Previous experience supporting non-traditional contact center