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. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
The Manager Business Analyst is a strategic people leader responsible for end-to-end workload management delivery across a complex, multi-site and multi-vendor ecosystem. This role leads a team of analysts/specialists while driving enterprise-wide workforce strategies, ensuring alignment to organizational goals, service commitments, and financial targets.
The role requires a balance of people leadership, advanced analytics, and enterprise stakeholder management, with accountability for translating data into actionable insights and driving outcomes at scale.
Primary Responsibilities
- Analyze, review, forecast, and trend complex operational and workforce data to support enterprise‑level decision making
- Build and maintain complex workforce models, calculators, templates, and simulations to support forecasting, capacity planning, and scenario analysis
- Utilize ERLANG‑based methodologies and IEX modeling to create predictive service and staffing models across multi‑site and multi‑vendor environments
- Own end‑to‑end Workforce Management (WFM) analytics including forecasting, capacity planning, scheduling assumptions, and performance reconciliation
- Develop and implement strategies to optimize workload distribution across internal teams and vendor partners, balancing service levels, cost, and productivity
- Analyze current workforce and operational processes to identify opportunities for efficiency, scalability, and standardization across delivery partners
- Partner closely with internal stakeholders and external vendor leaders to understand demand drivers, anticipate future needs, and align workforce plans accordingly
- Lead recurring vendor calibration and performance review discussions (weekly/monthly), ensuring forecast accuracy, staffing readiness, and execution alignment
- Translate complex analysis into clear, actionable insights for operational leaders, senior management, and business partners
- Present workforce insights, trends, risks, and recommendations during operational reviews, planning forums, and executive‑level discussions
- Support short‑ and long‑term operational and strategic initiatives through advanced analytics, forecasting, and workforce planning expertise
- Develop data‑driven business recommendations and support implementation of approved solutions
- Reconcile operational results against forecasts and plans; identify root causes, risks, and corrective actions
- Ensure timely and accurate delivery of consolidated reporting that serves as the single source of truth for workforce and capacity metrics
- Assess evolving business needs and respond to non‑standard or complex workforce requests with structured, analytical solutions
- Lead and manage projects related to staffing allocation, ramp readiness, capacity shifts, and vendor movements requested by the business
- Act as a subject‑matter expert for WFM tools, methodologies, and best practices across the organization
- Work independently with minimal guidance while proactively escalating complex issues and risks
- Lead, coach, and develop a team of workforce analysts, ensuring solid performance, engagement, and career progression
- Manage team capacity, workload prioritization, and capability building aligned to business needs
- Serve as the escalation point for complex workforce and operational issues requiring leadership intervention
- Lead and support enterprise-wide initiatives and transformation programs, ensuring workforce planning alignment to strategic objectives
- Drive cross-functional collaboration to deliver enterprise priorities and large-scale operational changes
- Own and manage the enterprise vendor partner scorecard, ensuring accuracy, consistency, and alignment to key business metrics
- 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 and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications
- 8+ years of experience in Workforce Management with a solid focus on forecasting, capacity planning, scheduling, and performance analytics
- Demonstrated experience supporting call centers, shared services, or large‑scale operations with internal teams and external vendors
- Advanced experience building analytical models and translating data into actionable business insights
- Hands‑on experience with IEX (or comparable WFM platforms) and workforce reporting
- Experience working with Genesys/AWS and call routing optimization concepts
- Experience partnering with internal stakeholders and external vendors in a fast‑paced, matrixed environment
- Expert‑level proficiency in Excel, including complex formulas, data modeling, and automation
- Proven ability to communicate complex analysis, trends, and recommendations clearly to diverse audiences, both verbally and in writing
- Proven solid problem‑solving skills with experience managing multiple priorities and resolving data inconsistencies
- Demonstrated ownership, accountability, and readiness to take on leadership responsibilities
Preferred Qualifications
- Bachelor's degree in business administration, Analytics, Operations Management, or a related field
- Proven experience in enterprise‑level workforce planning, capacity strategy, or operational analytics
- Experience supporting multi‑vendor or global delivery models
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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