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.
Shift Timing: 5:30 PM till 2:30 AM IST
Primary Responsibilities:
- Lead the development and execution of comprehensive workforce planning strategies to align staffing levels with anticipated workload and business needs
- Utilize historical data, forecasting models, and industry trends to accurately predict call volumes, transaction volumes, and staffing requirements
- Develop short-term and long-term staffing plans to support operational goals and ensure optimal resource allocation
- Develop capacity planning and headcount projections for monthly and annual budgeting and forecasting
- Conduct an in-depth analysis of workforce performance data to identify trends, patterns, and opportunities for improvement
- Generate regular reports, dashboards, and ad-hoc analyses to track KPIs, measure performance against targets, and provide actionable management insights
- Collaborate with cross-functional teams to develop and implement strategies for optimizing workforce productivity, efficiency, and performance
- Partner with senior leadership, department heads, and client-facing teams to align workforce management strategies with broader business objectives and client expectations
- Foster a culture of collaboration, accountability, and continuous improvement within the workforce management team and across the organization
- Provide leadership, mentorship, and guidance to WFM team members, fostering their professional development and growth
- 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
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Required Qualifications:
- 7+ years of progressive experience in workforce management, operations management, or related roles, with a proven track record of success in leading teams and driving operational excellence
- Solid knowledge and experience with workforce management principles, methodologies, and best practices, preferably in the BPO and insurance Industry
- Solid knowledge and experience working with large data sets and modeling in MS Excel
- Solid knowledge of financial forecasting, capacity planning, and modeling in complex and large scale operations
- Proven proficiency in workforce management software, scheduling tools, and data analysis techniques
- Proven excellent analytical, problem-solving, and decision-making skills
- Proven solid leadership, communication, and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization
Preferred Qualification:
- Bachelor's degree in business administration, management, statistics, or a related field; advanced degree
- Experience working with Western corporations
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.