The Manager Business Analyst is a strategic people leader responsible for end-to-end workload management delivery across a complex, multi-site and multi-vendor ecosystem. This role leads a team of analysts/specialists while driving enterprise-wide workforce strategies, ensuring alignment to organizational goals, service commitments, and financial targets.
The role requires a balance of people leadership, advanced analytics, and enterprise stakeholder management, with accountability for translating data into actionable insights and driving outcomes at scale.
Primary Responsibilities:
- Analyze, review, forecast, and trend complex operational and workforce data to support enterprise‑level decision making
- Build and maintain complex workforce models, calculators, templates, and simulations to support forecasting, capacity planning, and scenario analysis
- Utilize ERLANG‑based methodologies and IEX modeling to create predictive service and staffing models across multi‑site and multi‑vendor environments
- Own end‑to‑end 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 executive‑level discussions
- Support short‑ and long‑term operational and strategic initiatives through advanced analytics, forecasting, and workforce planning expertise
- Develop data‑driven 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 source of truth for workforce and capacity metrics
- Assess evolving business needs and respond to non‑standard 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 subject‑matter expert for WFM tools, methodologies, and best practices across the organization
- Work independently with minimal guidance while proactively escalating complex issues and risks
- Lead, coach, and develop a team of workforce analysts, ensuring solid performance, engagement, and career progression
- Manage team capacity, workload prioritization, and capability building aligned to business needs
- Serve as the escalation point for complex workforce and operational issues requiring leadership intervention
- Lead and support enterprise-wide initiatives and transformation programs, ensuring workforce planning alignment to strategic objectives
- Drive cross-functional collaboration to deliver enterprise priorities and large-scale operational changes
- Own and manage the enterprise vendor partner scorecard, ensuring accuracy, consistency, and alignment to key business metrics
- 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:
- 8+ years of experience in Workforce Management with a solid focus on forecasting, capacity planning, scheduling, and performance analytics
- Demonstrated experience supporting call centers, shared services, or large‑scale operations with internal teams and external vendors
- Advanced experience building analytical models and translating data into actionable business insights
- Hands‑on experience with IEX (or comparable WFM platforms) and workforce reporting
- Experience working with Genesys/AWS and call routing optimization concepts
- Experience partnering with internal stakeholders and external vendors in a fast‑paced, matrixed environment
- Expert‑level 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 problem‑solving 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 enterprise‑level workforce planning, capacity strategy, or operational analytics
- Experience supporting multi‑vendor or global delivery models
WHAT WE OFFER:
- Market Competitive Pay Levels
- Retirement Plan
- Medical Plan (HMO) from Day 1 of employment
- Dental, Medical, and Optical Reimbursements
- Life and Disability Insurance
- Paid Time-Off Benefits
- Sick Leave Conversion
- Tuition Reimbursement
- Employee Assistance Program (EAP)
- Annual Performance Based Merit Increases
- Employee Recognition
- Training and Staff Development
- Employee Referral Program
- Employee Volunteerism Opportunity
- All Mandatory Statutory Benefits
WHO WE ARE:
- Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.
- UnitedHealth Group is a health care and well-being company with a mission to help people live healthier lives and help make the health system work better for everyone.
- We're a leading health solution and care delivery organization. Our work is complex, but our mission is simple: create a healthier world, with you at the center.
- As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world.
- Elevate your career with a leading health care company while improving lives.
Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that's dedicated to Caring. Connecting. Growing together
