Sr Workforce Manager - Remote

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale.Join us to start Caring. Connecting. Growing together. 

The Sr. WF Manager for Backoffice will deliver transformational change in all aspects of back office workforce management.  This position is critical to ongoing operations, which currently includes several sites and close to 5,000 agents. Candidates must have sizeable and suitable Contact Center and/or back office experience as well as leadership experience in order to deliver on key responsibilities. This role will be responsible for overall WFM scheduling and inventory management functionality and processes in a multi-site and multi-client operation. 

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

Primary Responsibilities: 

• Ownership of the short-term planning processes, adjustments, schedule modifications, and historical analysis
• Serving as a technical expert on NICE IEX and procedures relating to executing WFM workload such as forecasting models, client implementation, real-time/inventory processes (communication, schedule changes, optimization, hours increases/reductions), agent efficiency and process improvement initiatives
• Reporting and Analyzing WFM-related statistics
• Achieving operational targets and TAT's
• Developing and supporting a continuous improvement process within WFM
• Working collaboratively with key stakeholders (e.g., operations management, HR, client leadership, and IT teams)
• Global outage control and notifications
• Developing staff of Supervisors, and Analysts to a higher degree of WFM expertise and client ownership
• 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
• Develop, maintain and leverage Finance relationships

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: 

• Undergraduate degree or equivalent experience
• 5 years of contact center or back office experience
• 4 years of WFM experience
• 2 years of management experience
• Change management experience
• Project management experience

Preferred Qualifications:         

• 2 years of experience working in systems administration or reporting
• Proven understanding of call center systems telecom hardware (PBX, ACD, IVR) or Backoffice work router (ServiceNow)
• 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

 *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 $85,000 to $167,300 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 employers 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.