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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 to start Caring. Connecting. Growing together.

We have an opportunity for a Delivery Workforce Manager 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 Delivery Workforce Manager, 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:

• Lead a team of delivery senior analysts/analysts (across multiple locations) in support of operational business units, finance partners, and key stakeholders throughout the organization

• Provide tactical execution of the financial plan down to resource utilization/execution

• Drive the planning for execution of daily plans to meet SLA’s, capacity needs, and workflow management for internal and vendor business units

• Lead the execution of short-range forecasts, scheduling requirements, and goals to assure appropriate capacity/staffing coverages

• Drive real time “in the game” strategic decisions to maximize efficiencies and fiscal responsibility

• Understanding multi-layer impacts by identifying risk and opportunities and then implementing and driving internal and external teams to those solutions

• Present and explain complex real time strategies, in common language, to senior leadership to inform, build trust, and gain support

• Decipher and strategize the juggling of multiple (sometimes conflicting) priorities

• Drive vendor relationships to ensure real time accuracy of staffing and reporting

• Manage Business Continuity Processes and Procedures

• Create mechanisms to quickly on-board new talent

• Lead innovative, metric driven processes/projects to drive excellence

• Manage cross - functional interdependencies

• Be a solid change agent and resilient to roadblocks

• Anticipate customer needs and proactively identify solutions

• Make decisions autonomously with little direction to identify/solve complex problems

Demonstrated Skills:

• Ability to assess and build talent into high performing work teams

• Effective coach providing feedback to direct and indirect reports that help develop talent support career development

• Describe the strategic importance of workforce management’s vision inside and outside of the team

• Expert ability to understand complex patterns and communicate their impact quickly and effectively

• Excellent written and verbal communication

• Solid ability to influence/negotiate

• Bias toward action

• Expert project management skills that enable quick identification of immediate and future impacts

• Ability to navigate through a complex network of simultaneous projects, financial task/pressures, technical/efficiency improvements, and employee engagement

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:

• Experience in service operations center, call center or Workforce Management

• Experience with Workforce Management software (such as IEX, Aspect, Workforce Management IEX, Blue Pumpkin)

• Experience in goal creation and building high performance work teams

• Experience leading or managing projects

• Experience of setting expectations and managing vendor (on and offshore) partnerships

Preferred Qualifications:

• Experience working in systems administration or reporting

• Experience scheduling, conducting planning meetings, and managing capacity

• Experience with Six Sigma, Agile, or Lean techniques

• Health care industry experience

• Intermediate understanding of Excel

• Proven track record of identifying defects and process variation, and working to improve processes and reduce defects

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

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington or Washington, D.C. Residents Only: The salary range for this role is $88,000 to $173,200 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.