Optum ยท 1 day ago
Sr. Contact Center Workforce Analyst - Patient Access Center - Kelsey-Seybold Clinic - Remote
United States
Full-time
Remote
Senior Level
$73K/yr - $130K/yr
5+ years expOptum is part of one of the nation's leading health care organizations, Kelsey-Seybold Clinic. The Contact Center Sr. Workforce Analyst is responsible for supporting call center operations, including forecasting, staffing, and performance tracking, while also mentoring junior analysts and educating support teams.
EducationHealth CareMedicalPharmaceutical
Responsibilities
Support the call center's scheduling, operational future, and real-time management functions
Producing call volume forecast and staffing requirements
Tracking and reporting critical performance information
Developing and maintaining staff work schedules
Managing real time schedule exception entry
Skill assignments
Call center service levels
Mentoring and uptraining workforce analysts
Educating call center support teams on the functions of WFM and WFM tools
Perform high-level, in-depth tasks and analysis needed to forecast, plan and staff the call center appropriately
Achieve performance goals consistently
Build relationships with departments outside of the call center
Qualification
Required
Bachelor's degree or equivalent experience
5+ years of experience with forecasting in a contact center environment OR 5+ years of experience in operating experience with a Workforce Management System OR 5+ years of experience with a contact center reporting system
Experience using Microsoft Office, PowerPoint, and Excel
Fluent in both verbal and written English
Preferred
College degree in Business, Operations Research, Statistics, or related area
Experience providing leadership support to contact center staff as well as 1st level supervisors
Experience using Microsoft Office, PowerPoint, and Excel
Experience with Calabrio WFM tool
Experience with Avaya systems
Crystal report experience
Advanced in Excel
All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Benefits
Comprehensive benefits package
Incentive and recognition programs
Equity stock purchase
401k contribution
Company
Optum
Optum is a healthcare company that provides pharmacy services, health care operations, and population health management. It is a sub-organization of UnitedHealth Group.
10001+ employees
H1B Sponsorship
Optum has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (648)
2024 (559)
2023 (620)
2022 (851)
2021 (593)
2020 (438)
Funding
Current Stage
Late StageLeadership Team
Daniel Castillo
Chief Executive Officer, Optum Care Delivery
J
Jay Green
Chief Financial Officer
Recent News
2025-11-29
2025-11-19
2025-11-07
Company data provided by crunchbase