Wpm Senior Demand Planner - Remote

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us and start doing your life's best work.(sm)

We have an opportunity for a Senior Demand Planner to work with our Workforce Effectiveness team to maintain and execute on the Workforce Vision of “Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company."

As a Senior Demand Planner, you will grow and develop as you conduct and manage outcomes of various studies. You will be challenged to analyze, review, and forecast data for operational and business planning. As part of this elite team, you will be empowered to impact the health care system through the analysis and interpretation of data, and presenting recommendations for business solutions. Join us!

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

Primary Responsibilities:

• Drive toward forecast/financial accuracy goals and objectives
• Provide Membership impact analysis
• Manage cross - functional interdependencies
• Drive a culture of root cause analysis, with a focus on removing variation from the system and removing defects from processes
• Partner in the impact assessment determination process to build into demand forecasts.
• Deliver Vendor Partner forecast models and their oversight (locked forecasts, cost of training, credits)
• Deliver contact rate analysis
• Create/Own Demand forecasts using statistical models and probabilities to achieve financial and service objectives for multiple lines of business (E&I Member, Government Operations, and Provider) and the business plans (120-414) and their corresponding FTE counts (3500-13,000) including oversight and direction provided to the vendor demand planners
• Solves complex problems on own; proactively identifies new solutions to problems
• Collaborate with Operations and Finance on the budgetary process to drive high judgment decisions
• Be a solid change agent and resilient to roadblocks
• Present and explain complex staffing requirements in common language for all aligned LOB’s to multiple levels of leadership (COO, SVP, VP, Sr Dir) as well as vendor partner leadership
• Collaborate with all levels of operational, vendor and workforce groups/leadership to understand emerging trends and drive fiscally responsible staffing recommendations
• Anticipate customer needs and proactively identified solutions
• Plan, prioritize, organize, and complete work to meet established objectives

Demonstrated Skills:

• Expert executive level presentation skills delivery includes COO, SVP, VP, and Sr Director audiences
• Superior negotiation/influence and relationship management skills that include the complexities of scale (Small work groups to groups including hundreds of participants), vendor relationships (across several countries and contractual obligations) and all levels of leadership from COO/SVP level down to manager/supervisor populations
• Advanced technical skills (Excel, SQL, BI)
• Superior planning and organizational skills that effectively allocate and manage resources across the site
• Solid problem-solving skills that enable quick identification and efficient resolution of issues
• Ability to navigate through a complex network of simultaneous projects, financial task/pressures, technical/efficiency improvements, and employee engagement.
• Excellent executive level written, and verbal communication delivery includes COO, SVP, VP, and Sr Director audiences
• Ability to work in a complex matrix environment providing support to several vendor partners and 3500+ advocate populations across 25+ locations
• Analytical skills, ability to understand seemingly unrelated data points
• Advanced statistical analysis and modeling skills
• Bias toward action

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 higher or equivalent work experience
• 2+ years of experience of setting expectations and managing vendor (on and offshore) partnerships
• 5+ years of experience in service operations center, call center or Workforce Management that support populations of 3,500+ FTE’s across multiple locations
• 2+ years of experience driving financial plans/outcomes
• 2+ years of experience leading or managing projects involving populations greater than 5,000 FTE’s

Preferred Qualifications:

• Understanding of call center systems telecom hardware (PBX, ACD, IVR), call software tools and / or programming requirements (CMS modifications, vector scripting)
• Experience with Six Sigma, Agile, or Lean techniques
• 3+ years of experience working in systems administration or reporting
• Health care industry experience
• Experience scheduling, conducting planning meetings, and managing capacity
• Advanced understanding of Excel/Tableau/SQL
• Proven track record of identifying defects and process variation, and working to improve processes and reduce defects
• 3+ years of experience with Workforce Management software (such as IEX, Aspect, Workforce Management IEX, Blue Pumpkin)

Careers with UnitedHealthcare. Work with a Fortune 5 organization that’s serving millions of people as we transform health care with bold ideas. Bring your energy for driving change for the better. Help us improve health access and outcomes for everyone, as we work to advance health equity, connecting people with the care they need to feel their best. As an industry leader, our commitment to improving lives is second to none.

California, Colorado, Connecticut, Nevada, New York, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Nevada, New York, Rhode Island or Washington residents is $85,000 to $167,300. 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.

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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 employer 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.