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UnitedHealth Group

Capacity Planning Manager- San Juan, PR

San Juan, Puerto Rico

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. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life's best work.(sm)

WFM Manager is responsible for managing/governing process stats on Interval/Daily/Weekly and Monthly level, this position considerably contributes to top line and bottom line for the process. Individual should be able to manage the team of individuals (RTA, Schedulers/Planning & MIS) & be able to contribute individually on Scheduling & Real Time Management for multiple businesses, manage schedule adherence, shrinkage & breaks, publish intraday, WTD, MTD report showcasing stats and the health of the business.

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Primary Responsibilities:

  • Managing the delivery team of the process not limiting to RTAs but may also include Scheduling & Planning
  • Managing/designing KRA's for the team to align with the overall process requirement
  • Directly responsible for maintaining stakeholder relationship (internal & external)
  • Manage Service Level & Abandon, Shrinkages, Schedule & Break adherence
  • Need to be well versed with scheduling, planning & forecasting methodology
  • Need to have hands on experience of WFM & ACD tools like IEX, Genesys, Verint, Aspect, Avaya CMS, Nortel etc.
  • Creating & executing scheduling for the processes & escalating deviation to Operations
  • Initiating proactive alerts related to performance, publishing intraday reports/snapshots
  • Informing Operations of mitigation plans, managing exceptions

* ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION

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:

  • Bachelor's Degree
  • 3+ years of experience working with Workforce Management/ Scheduling / Capacity planning
  • 2+ years of management experience (team management/direct reports)
  • Experience working with IEX, Genesys and Avaya CMS
  • Stakeholder Manager experience
  • Proficient in MS Office (MS Excel, MS Word, PowerPoint)
  • English Proficiency
  • Working Hours: 8hrs a day/40 hrs a week (Availability from 7am-7pm)

Preferred Qualifcations:

  • Bachelor's Degree in Statistics or Math
  • Real Time Management
  • Experience working with Verint, Aspect and Nortel
  • Knowledge of tools like Power BI, Tableau

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

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.

Client-provided location(s): San Juan, Puerto Rico
Job ID: UHG-2144440
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • HSA
    • On-Site Gym
    • HSA With Employer Contribution
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
  • Parental Benefits

    • Non-Birth Parent or Paternity Leave
    • Birth Parent or Maternity Leave
  • Work Flexibility

    • Remote Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
  • Vacation and Time Off

    • Leave of Absence
    • Personal/Sick Days
    • Paid Holidays
    • Paid Vacation
  • Financial and Retirement

    • Relocation Assistance
    • Performance Bonus
    • Stock Purchase Program
    • 401(K) With Company Matching
    • 401(K)
  • Professional Development

    • Promote From Within
    • Shadowing Opportunities
    • Access to Online Courses
    • Tuition Reimbursement
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program

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