Optum · 17 hours ago
National Operations Center Workforce Planning Analyst
Minnetonka, MN
Full-time
Hybrid
Entry Level
$23.89/hr - $42.69/hr
1+ years expOptum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. In this role, you'll manage call volume and customer experience by overseeing daily operations and workload distribution, ensuring efficient handling of calls and maintaining service levels.
EducationHealth CareMedicalPharmaceutical
Responsibilities
Utilize call center tools to observe agents actual state compared to agents scheduled state, and provide recommendations / actions based on those observations
Manage real-time inbound call traffic across multiple contact center locations to help ensure that Key Performance Metrics (AHT, Service Level, Minimums) are met, continuously observing staffing trends to forecast, ensuring understanding of variation, working to solve for staffing gaps whether in planning process or intra-day management
Prepare and maintain reports and dashboards
Perform ad hoc reporting and analysis as needed to improve overall performance of the call center, and enable solid understanding of the business
Act as the voice of the contact centers during technical issues, responsible for reporting technology issues and impacts on advocates and members
Drive innovation and process improvement
Champion new changes and strategies within the National Operations Center and Business
Monitors global weather for impacts to contact centers
Champions Business Continuity Plans in partnership with business
Adjusts call center traffic based on Business Continuity Plans
Qualification
Required
High School Diploma /GED
Must be 18 years of age OR older
1+ years of Contact/Call Center experience (i.e. Omni Channel, etc.)
1+ years of experience in operational and/or procedural aspects of a call center
1+ years of experience in process improvement and streamlining processes
1+ years of experience in problem solving
Ability to work on-site within the command center, with minimal remote opportunities (4th floor of 9700 Health Care Lane. Hopkins, MN 55343)
Ability to work full time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 5:00pm. It may be necessary, given the business need, to work occasional overtime
Preferred
Professional communication skills (Verbal and Written)
Critical thinking skills
Ability to multitask and prioritize based on real time factors
Ability to work independently and in a team atmosphere
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
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
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