Supervisor Workforce Planning - Multiple Locations

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.

Positions in this function are responsible for all scheduling, monitoring staffing levels and adjusting as necessary. Responsible for analyzing, implementing, and monitoring workforce planning initiatives to optimize and scale the evolving workforce with short and long-range plans. Collaborates with business leaders, Finance, and other stakeholders to review existing and future workforce needs and to ensure alignment with business objectives and financial goals. Collects, interprets and evaluates workforce metrics to provide data driven insights for internal and external talent pool assessments, headcount reviews, forecasting and business scenario planning, reviews processes and monitors plan effectiveness.

Primary Responsibilities:

• Use workforce management software and call volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments
• Utilize call center tools to observe agents actual state compared to scheduled state
• Manage real-time inbound call traffic to help ensure that service levels are met
• Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
• Prepare and maintain reports, dashboards and monthly packages
• May act as a resource for others
• May coordinate others activities
• 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 regard 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:

• At least 2nd year college undergraduate
• 5 years WFM experience with RTA / Scheduling / Planning experience
• 2+ years Supervisory experience