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.
Tough challenges We know a thing or two about those. When you're on a mission to help people live healthier lives, the stakes couldn't be higher. As a Business Analyst Consultant, you will help rewrite the future of the health care system. You'll analyze data and deliver bold, business-savvy ideas to impact the lives of millions. Along with ground-breaking challenge, you'll have the support and resources of a Fortune 5 company. Join us.
Primary Responsibilities
- Analyze, review, forecast, and trend complex operational and workforce data to support enterpriselevel decision making
- Build and maintain complex workforce models, calculators, templates, and simulations to support forecasting, capacity planning, and scenario analysis
- Utilize ERLANGbased methodologies and IEX modeling to create predictive service and staffing models across multisite and multivendor environments
- Own endtoend Workforce Management (WFM) analytics including forecasting, capacity planning, scheduling assumptions, and performance reconciliation
- Develop and implement strategies to optimize workload distribution across internal teams and vendor partners, balancing service levels, cost, and productivity
- Analyze current workforce and operational processes to identify opportunities for efficiency, scalability, and standardization across delivery partners
- Partner closely with internal stakeholders and external vendor leaders to understand demand drivers, anticipate future needs, and align workforce plans accordingly
- Lead recurring vendor calibration and performance review discussions (weekly/monthly), ensuring forecast accuracy, staffing readiness, and execution alignment
- Translate complex analysis into clear, actionable insights for operational leaders, senior management, and business partners
- Present workforce insights, trends, risks, and recommendations during operational reviews, planning forums, and executivelevel discussions
- Support short and longterm operational and strategic initiatives through advanced analytics, forecasting, and workforce planning expertise
- Develop datadriven business recommendations and support implementation of approved solutions
- Reconcile operational results against forecasts and plans identify root causes, risks, and corrective actions
- Ensure timely and accurate delivery of consolidated reporting that serves as the single source of truth for workforce and capacity metrics
- Assess evolving business needs and respond to nonstandard or complex workforce requests with structured, analytical solutions
- Lead and manage projects related to staffing allocation, ramp readiness, capacity shifts, and vendor movements requested by the business
- Act as a subjectmatter expert for WFM tools, methodologies, and best practices across the organization
- Work independently with minimal guidance while proactively escalating complex issues and risks
- Provide coaching, feedback, and informal leadership to analysts and peers, with the expectation to assume formal people leadership responsibilities over time
- 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
Required Qualifications:
- 5+ years of experience in Workforce Management with a solid focus on forecasting, capacity planning, scheduling, and performance analytics
- Demonstrated experience supporting call center, shared services, or largescale operations with internal teams and external vendors
- Advanced experience building analytical models and translating data into actionable business insights
- Handson experience with IEX (or comparable WFM platforms) and workforce reporting
- Experience working with Genesys and call routing optimization concepts
- Experience partnering with internal stakeholders and external vendors in a fastpaced, matrixed environment
- Expertlevel proficiency in Excel, including complex formulas, data modeling, and automation
- Proven ability to communicate complex analysis, trends, and recommendations clearly to diverse audiences, both verbally and in writing
- Proven solid problemsolving skills with experience managing multiple priorities and resolving data inconsistencies
- Demonstrated ownership, accountability, and readiness to take on leadership responsibilities
Preferred Qualifications:
- Bachelor's degree in Business Administration, Analytics, Operations Management, or a related field
- Proven experience in enterpriselevel workforce planning, capacity strategy, or operational analytics
- Experience supporting multivendor or global delivery models
- Experience mentoring, coaching, or leading analysts or project teams
- Proven solid business acumen with the ability to balance service, cost, and workforce efficiency
- Demonstrated ability to travel occasionally to UHC worksites
