About UHG

Careers at UnitedHealth Group


We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these individuals, we offer the global reach, resources and can-do culture of a Fortune 5 company. We provide an environment where you’re empowered to be your best. We encourage you to take risks and in return, offer a world of rewards and benefits for performance. Exceeding your limits is an exceptional start to your life's best work.SM


Just like you, we are driven by a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation, and performance serve as a foundation to transform health care. Are you in? Learn more about your future at UnitedHealth Group at careers.unitedhealthgroup.com


Job Category:

Customer Services



Approximate Salary:

Not Specified

Position Type:

Full Time

Associate Director, Workforce Management - Eden Prairie, MN or Columbia, MD - Office Based

UHG - Eden Prairie, Minnesota

Posted: 11/17/2018

If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm) <?xml:namespace prefix = "o" />


Primary Responsibilities:

  • Provides leadership to and is accountable for the performance of managers and/or senior level professional staff
  • Leads and optimizes critical workforce management functions: real time analysis, workforce scheduling and forecasting
  • Drive initiatives to enhance workforce management capabilities and tools across key workforce functions
  • Monitor / analyze workforce metrics / data and ensure real-time schedule adherence and skilling
  • Manage workforce schedules to meet business needs
  • Drive staffing models and develop staffing forecasts (daily, weekly, monthly, annual)
  • Develops functional, market level, site strategy plans, production and/or organizational priorities
  • Strategically evaluate staffing levels across sites to achieve an optimal balance of efficiency, service and expense (e.g., identify opportunities to offset costs, budget planning / controls)
  • Perform strategic planning to identify future workforce needs (e.g., site growth, new client / membership assignment, strategic & operational initiatives)
  • Sets team direction, resolves problems, and provides team leadership and development. May oversee work activities of other supervisors
  • Collaborate with applicable stakeholders to ensure performance and financial goals are achieved
  • Proactively identify, communicate, and mitigate issues that impact workforce productivity and overall call center performance
  • Provide advice / consulting on strategic and operational initiatives

Required Qualifications:

  • BA / BS degree or equivalent work experience
  • 7+ years of call center experience
  • 5+ years of supervisory experience
  • 3+ years of workforce management experience
  • 3+ years participation or experience in managing, tracking or planning projects and making data-driven operational decisions
  • Intermediate level of proficiency with Excel, PowerPoint 
Preferred Qualifications:
  • Call Center Management experience
  • Experience with project management, change management, and execution skills
  • Workforce Management experience at UHG or within the Healthcare Industry
  • Experience communicating ideas clearly and concisely to leadership
  • Experience developing successful business strategies
  • Experience with strategic thinking and business acumen, with the ability to align people related strategies and recommendations with business objectives
  • Experience collaborating with key stakeholders

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)


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.   


Job Keywords:  Associate Director, Workforce Management, Eden Prairie, MN, Minnesota, Columbia, MD, Maryland


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