Demand Analyst - Capacity Planner and Forecaster - Remote

UnitedHealth Group

  • Eden Prairie, MN
  • $89,900-160,600 per year
  • Permanent
  • Full-time
  • 14 hours ago
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.We have an opportunity for a Senior Demand Planner to work with our Workforce Effectiveness team to maintain and execute on the Workforce Vision of "Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company."As a Senior Demand Planner, you will grow and develop as you conduct and manage outcomes of various studies. You will be challenged to analyze, review, and forecast data for operational and business planning. As part of this elite team, you will be empowered to impact the health care system through the analysis and interpretation of data, and presenting recommendations for business solutions.You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.Primary Responsibilities:
  • Create/Own Demand forecasts using statistical models and probabilities to achieve financial and service objectives for multiple lines of business including oversight/collaboration with vendor demand planners
  • Collaborate with Operations and Finance on the budgetary process to drive high judgment decisions
  • Collaborate with all levels of operational, vendor and workforce groups/leadership to understand emerging trends and drive fiscally responsible staffing recommendations
  • Drive toward forecast/financial accuracy goals and objectives
  • Present and explain complex staffing requirements in common language to multiple levels, including executive leadership as well as vendor partner leadership
  • Deliver Vendor Partner forecast models and their oversight (locked forecasts, cost of training, credits)
  • Drive a culture of root cause analysis, with a focus on removing variation from the system and removing defects from processes
  • Deliver contact rate analysis
  • Provide Membership impact analysis
  • Partner in the impact assessment determination process to build into demand forecasts.
  • Manage cross - functional interdependencies
  • Be a solid change agent and resilient to roadblocks
  • Anticipate customer needs and proactively identified solutions
  • Solves complex problems on own; proactively identifies new solutions to problems
  • Plan, prioritize, organize, and complete work to meet established objectives
Demonstrated Skills:
  • Analytical skills, ability to understand seemingly unrelated data points
  • Advanced statistical analysis and modeling skills
  • Advanced technical skills (Excel, SQL, BI)
  • Excellent written and verbal communication
  • Superior planning and organizational skills that effectively allocate and manage resources across the site
  • Solid problem-solving skills that enable quick identification and efficient resolution of issues
  • Solid ability to influence/negotiate
  • Bias toward action
  • Ability to navigate through a complex network of simultaneous projects, financial task/pressures, technical/efficiency improvements, and employee engagement
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.Required Qualifications:
  • 5+ years of experience in service operations center, call center or Workforce Management
  • 3+ years of experience with Workforce Management software (such as IEX, Aspect, Workforce Management IEX, Blue Pumpkin)
  • 2+ years of experience leading or managing projects
  • 2+ years of experience driving financial plans/outcomes
  • 2+ years of experience of setting expectations and managing vendor (on and offshore) partnerships
Preferred Qualifications:
  • 3+ years of experience working in systems administration or reporting
  • Experience scheduling, conducting planning meetings, and managing capacity
  • Experience with Six Sigma, Agile, or Lean techniques
  • Fealth care industry experience
  • Advanced understanding of Excel/Tableau/SQL
  • Understanding of call center systems telecom hardware (PBX, ACD, IVR), call software tools and / or programming requirements (CMS modifications, vector scripting)
  • Proven track record of identifying defects and process variation, and working to improve processes and reduce defects
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter PolicyPay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $89,900 to $160,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.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.UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

UnitedHealth Group