Workforce Supervisor - Multiple Locations

Job title: Workforce Supervisor - Multiple Locations

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 recommendations of the financial plan down to resource utilization/execution
• Support 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 providing recommendations for 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
• Manage cross - functional interdependencies
• Be a solid change agent and resilient to roadblocks
• Anticipate customer needs and proactively identify solutions
• 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 regards 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 (implied or otherwise) on its ability to do so

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 and support career development
• Describe the strategic importance of workforce management's vision inside and outside of the team
• Advanced 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
• Developed 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

Required Qualifications:

• Undergraduate degree or equivalent work experience
• 3+ years of experience in service operations center, call center or Workforce Management
• 3+ years of experience with Workforce Management software (such as IEX, Aspect, Workforce Management IEX, Blue Pumpkin)
• 2+ years of experience in goal creation and building high performance work teams

Preferred Qualifications:

• 2+ years of experience working in systems administration or reporting
• 2+ years of experience in vendor relationships/management
• 2+ years of experience leading or managing projects
• 2+ years of experience driving financial plans/outcomes
• 2+ years of experience of setting expectations and managing vendor (on and offshore) partnerships
• Experience scheduling, conducting planning meetings, and managing capacity
• Health care industry experience
• Experience with Six Sigma, Agile, or Lean techniques
• Advanced understanding of Excel
• Proven track record of identifying defects and process variation, and working to improve processes and reduce defects

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.

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