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UnitedHealth Group Director Workforce Planning - Virtual in Boston, Massachusetts

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

You believe data can help reshape the future, and you find yourself loving the thrill of diving into challenging analysis. At UnitedHealth Group, you'll find an organization that will recognize those talents and have lots of growth potential. Here, you will be empowered, supported, and encouraged to use your analysis expertise to help change the future of health care. Does the challenge intrigue you?

We have an opportunity for a Workforce Planning & Support Director. As a Director of the Workforce Planning and Support Team, you will be responsible for the successful execution and communication of staff forecasting and planning, establishment of daily work direction, and real-time inventory routing management to support multiple back-office operations with their inventory service level requirements and business objectives. Focus includes pre-planning and execution, ad hoc and recurring reporting, analysis, effective reporting and communication, and urgent collaboration and execution to support all operations.

Effective identification of efficiency opportunities within Workforce and Operations followed by innovative solutioning to continually drive financial savings and improved levels of service to providers and members. Demonstrated leadership and collaboration with business partners across the organization, including VP level, to consistently provide proactive short-range planning, workforce/inventory management delivery, issue resolution, and service levels.

Successfully direct, lead, equip and empower our Back Office Workforce Planning teams in support of Core Operations, through example, oversight and development, to:

  • Build and maintain forecasts and staffing plans to provide Operations/Business partners with the information they need to proactively hire, train, and shift staff in order to achieve service levels and financial targets

  • Communicating staffing plans, risks, and recommendations to VPs and Directors, and collaboration with these leaders to continually adjust based on changing business needs

  • Analyze inventory and performance against targets, identify causation/drivers to any unplanned results, collaborate with Long Range Planning, Finance, Operations, and other Workforce partners as needed, and determine corresponding work direction

  • Communicate the daily work direction plan for/to Operations front line and senior leaders (Supervisors, Managers, Directors, and VPs) to execute – ensuring the right people are in the right place at the right time

  • 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 concerning trends and anomalies to support our Operations partners in achieving service levels and business objectives

  • Support the advancement, configuration, and maintenance of our Enterprise Routing Tool (EWD) and the migration of all lines of business into this revolutionary application

  • Drive change through data, working to centralize all data needs within our data management and reporting teams

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

Primary Responsibilities:

  • Lead a cross functional team (Daily WFM/Short Range Planning/Configuration/Scheduling/Incident Management) of leaders and analysts in a complex matrixed environment, across multiple locations, in support of operational business units, finance partners, and key stakeholders

  • Provide strategic insight and drive tactical execution of the financial plan down to resource utilization/execution

  • Drive the execution of daily plans to meet Service Level Agreements, capacity needs, and workflow management for internal and vendor business units

  • Own the relationships and brand promise within Lines of Business supported

  • Develops workforce plans to address enterprise business needs and align staffing for optimal efficiency. Lead the coordination and integration of workforce plans across Enterprise planning community and senior leadership

  • Oversee and ensure the accuracy of workforce planning methods to provide reliable, consistent forecast and plan data. Leads analysis of relevant workforce metrics, uncover trends in the data and makes recommendations to improve business conditions

  • Understanding multi-layer impacts by identifying risk and opportunities and then implementing and driving internal and external teams to those solutions

  • Present and explain complex real time strategies, in common language, to senior leadership to inform, build trust, and gain support

  • Decipher and strategize the juggling of multiple (sometimes conflicting) priorities

  • Drive vendor relationships to ensure real time accuracy of staffing and reporting

  • Manage Business Continuity Processes and Procedures

  • Create mechanisms to quickly on-board new talent

  • Lead innovative, metric driven processes/projects to drive excellence

  • Manage cross - functional interdependencies

  • Be a solid change agent and resilient to roadblocks

  • Anticipate customer needs and proactively identify solutions

  • Make decisions autonomously with little direction to identify/solve complex problems

Demonstrated Skills:

  • Ability to assess and build talent into high performing work teams

  • Effective coach providing feedback to direct and indirect reports that help develop talent support career development

  • Describe the strategic importance of workforce management’s vision inside and outside of the team

  • Expert ability to understand complex patterns and communicate their impact quickly and effectively

  • Excellent written and verbal communication

  • Solid ability to influence/negotiate

  • Bias toward action

  • Expert project management skills that enable quick identification of immediate and future impacts

  • 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.

One year of post-high school education can be substituted/is equivalent to one year of experience.

Required Qualifications:

  • 10+ years of experience in service operations center, call center or Workforce Management

  • 8+ years of experience with Workforce Management software (such as IEX, Alvaria, Blue Pumpkin)

  • 8+ years of experience of setting expectations and managing vendor (on and offshore) partnerships

  • Advanced level of experience working with Microsoft Excel with the ability to create spreadsheets and perform VLOOKUPs, pivot tables, and complex file links with proven experience in creating ad hoc reports, manipulating multiple large data sets, etc.

  • Proven solid verbal and written communication skills, including the ability to effectively communicate data and trend analysis, concerns regarding performance, action plans, and solutions to senior level executives

  • Demonstrated process improvement, workflow, benchmarking and/or evaluation of business processes

  • Ability to succeed in self-directed environment

  • Adaptable and able to quickly move with change while maintaining a positive attitude

  • Ability to work a flexible schedule as needed, including early/late hours at times

  • Excellent problem-solving skills, ability to succeed in self-directed environment

  • Demonstrated ability to prioritize and manage multiple tasks

  • Proven knowledge of business statistics

Preferred Qualifications:

  • 10+ years of experience in goal creation and building high performance work teams

  • 8+ years of experience leading or managing projects

  • 8+ years of experience driving financial plans/outcomes

  • 5+ years of experience working in systems administration or reporting

  • Advanced understanding of PowerPoint

  • Proven track record of identifying defects and process variation, and working to improve processes and reduce defects

  • Experience scheduling, conducting planning meetings, and managing capacity

  • Health care industry experience

  • Experience with Six Sigma, Agile, or Lean techniques

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

California, Colorado, Connecticut, Nevada, New Jersey, New York, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Nevada, New Jersey, New York, Rhode Island or Washington residents is $118,000 to $226,800 per year. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.

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.