**Vice President, Planning And Workforce Management

UnitedHealth Group Incorporated

If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm)

OptumRx is looking for a strategic leader in Workforce Management..

 

The WFM team manages 30,000,000 inbound calls, 16,000,000 outbound calls, supports over 5,000 global FTEs comprised of 3,000+ call center employees and 2,000+ Pharmacy Services employees.  Drive "readiness" and create capacity models, staffing plans and manage the real-time traffic for our customer facing call center operations and non-call operations.

 

JOB SUMMARY:

• Manages WFM staff and procedures in support of operations

• Manages Business Analysis team

 

 

 

Vice President, Planning and Workforce Management

 

JOB SUMMARY:

• Manages WFM staff and procedures in support of operations
• Manages Business Analysis team
• Manages Operations finance team

KEY RESPONSIBILITIES AND DUTIES:

 

• Manage call and non-call Workforce Management personnel, Project Management team, Business Analyst team, and Capacity & Customer Service Financial forecast team
• Coordinates with Finance for budgeting, and financial analysis for operations organization
• Oversee administration of setup and utilization of Community WFM software and ACD reporting
• Provide detailed analytics and reporting in support of operational improvements, including AHT reduction, contact rate reduction, off-phone productivity improvements, etc. to improve efficiencies and reduce costs while maintaining or improving quality
• Administration of communication to and from Operations and other support departments
• Oversee the collection and analysis and reporting of historical center performance statistics
• Oversee the collection and analysis and reporting of historical performance statistics
• Oversee the management of long-term Capacity Planning
• Oversee the management of short-term Capacity Planning
• Work with training and operations to coordinate multi-skill training for existing agents and plan all training for the Customer Service and Mail Service organizations
• Oversee short-term and long-term workload forecasting
• Oversee scheduling philosophy of schedule assignments
• Oversee proactive scheduling of discretionary activities such as training, meetings, and overtime
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
• Responsible for maximizing efficiency and occupancy while meeting service objectives
• Oversee analysis and reporting of employee performance including schedule adherence
• Recognizes and recommends operational and support improvements
• Work with Operations leadership (VPs, Directors and Managers) to manage budget process, and corporate and divisional initiatives that align with the Long term Strategic Plan.
• Ensuring staffing for regulatory compliance
• Oversee Real-Time Adherence
  
  
  
  OptumRx utilizes IEX for call and for back office functions

 

• Undergraduate degree or equivalent experience, advanced degree i.e. MBA desired
• 10+ years of contact center Workforce Management experience (to include WFM of call and non-call workforce)
• Demonstrated expertise in workforce forecasting, driving efficiencies and continuous process improvement
• Proficient in MS Word, MS Excel, MS PowerPoint
• Strong mathematical, analytical, communication, and organization skills
• Self-motivated and MUST excel in a minimally managed, high profile position
• Excellent communication and influence management skills at an executive level
• Experience in Project Management and Process improvement
• Experience developing business cases, to deliver projects on-time and on-budget, and to manage others in delivering high-quality business results.
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Careers with OptumRx. We're one of the largest and most innovative pharmacy benefits managers in the US, serving more than 12 million people nationwide. Here you'll fill far more than prescriptions. As a member of one of our pharmacy teams, you're empowered to be your best and do whatever it takes to help each customer. You'll find unrivaled support and training as well as a wealth of growth and development opportunities driven by your performance and limited only by your imagination. Join us. There's no better place to help people live healthier lives while doing your life's best work.^SM

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.


UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.

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