1+ months

Account Manager / Sr. Planning Analyst - Temporarily Remote Minnetonka, MN or Any UHG Office - 905064

Minnetonka, MN 55345 Work Remotely
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  • Job Code
    905064

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doingyour lifes best work.SM

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Great sales are the result of strong purpose, conviction and pride and as a result of a strong support team. UnitedHealth Group offers a portfolio of products that are greatly improving the life of others. Bring along your passion and do your life's best work supporting a variety of sales efforts as a member of the Planning team.

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As a Account Manager/ Sr. Planning Analyst you will represent key Sales strategies within the Sales Planning Organization. You will fully own the representation of those strategies collaborating and consulting with Sales leadership and operations across the entire sales business leveraging key planning methods. These methods include (1) future planning through yearly project management tools, (2) driving communication and business alignment with key stakeholders, and (3) representing ownerships through scenario modeling and data analysis. Youll be supported in an environment that will challenge you and give you clear direction on what it takes to succeed.

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This position is full-time (40 hours/week) Monday - Friday. Employees are required to work our normal business hours of 8:00am 5:00pm.

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What we do defines who we are. Take a deeper look at how we're providing support during this global health crisis and search for a way you can get involved. View our Covid-19 Resources Page at: https://info.uhg.com/

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Primary Responsibilities

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  • Develop a plan to incorporate a 1-3 year perspective including leadership objectives on demand and labor optimization. (EX. Year-over-year considerations, volume trending, annual budget swings, cost reduction opportunities, etc.)
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  • Identify, schedule, and facilitate regularly scheduled and ad hoc cross functional interviews and meetings with Marketing, Product, Sales, and Operations. The purpose of these meetings is to gain the requirements needed for workload demand and resource optimization planning. Ensure the models demonstrate the demand and staff communicated in the meetings.
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  • Develop applications, enhancements, and processes in a prioritized manner to advance capabilities/functions.
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  • Plan and communicate all aspects of planning including financials, demand, and staffing impacts for multi-segmented, multi-site contact center environment.
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  • Responsible for appropriate business communication regarding the plan. (EX. Executive Summary, PowerPoint presentations, appropriate email updates, agendas, minutes, status reports, etc.)
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  • Tell the story - Educate others and provide recommendation and interpretation of the detailed metrics and data in a summarized fashion (ex. Executive Summary)
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  • Collaborate with key business stakeholders to identify opportunities for improvement of resource utilization, service levels, and recommend solutions.
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  • Facilitate frequent and regular meetings with stakeholders and customers to maintain working relationships and to ensure that data needs are met. Manage communication and expectations.
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  • Responsible for preparing and delivering Financial Submissions as needed including detailed bridge of changes from one submission to another highlighting FTEs, costs, and any associated licensing implications. Typical submission timing is every 3 months.
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  • Responsible for building, refining, and maintaining simulation models as needed.
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  • Demonstrate understanding of applicable performance metrics and data (e.g., Volume, AHT, ASA, service levels, performance guarantees, abandon rates, staffing, adherence)
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  • Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, root cause analysis)
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  • Identify, inventory, understand, and support the planning/scheduling data sources required to run the business.
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  • Responsible for oversight and partnership with Workforce Execution team and other stakeholders to provide interval, daily, weekly and monthly trend analysis. Monitor, report, and forecast call volume, AHT, shrinkage, attrition, staffing, and any other patterns for all associated segments.
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  • Develop and maintain data auditing capabilities and ensure data is flowing, accurate, and available.
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  • Establish structures and processes for testing use of data and outcome to ensure accuracy, viability, etc.
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Youll 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.

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Required Qualifications:

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  • High School Diploma / GED (or higher)
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  • 2+ years staff planning, budgeting, and forecasting experience required in a contact center environment
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  • 2+ years of experience working in contact center operations
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  • 2+ years of experience with Phone Switch reporting (ex. Genesys, Avaya or other contact center tools)
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  • 2+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, and/or Blue Pumpkin
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  • Intermediate level of proficiency with Microsoft Excel (create, edit, sort, filter, pivot tables), Microsoft PowerPoint (create, edit, format presentations) and Microsoft Word (create, edit, format documents)
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  • Demonstrated experience in development and delivery of technical reports with Excel, Access, and other tools
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  • Project management experience in a process and change management environment
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  • Stakeholder management experience
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  • Dedicated work area established that is separated from other living areas that provides information privacy
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    Ability to keep all company sensitive documents secure (if applicable)

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    Residing in a location that can receive a high-speed internet connection (additional information on UnitedHealth Group approved internet providers and restrictions will be provided)

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    If you need to enter a work site for any reason, you will berequiredto screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

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Preferred Qualifications:

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  • Bachelor's Degree (or higher)
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  • Familiarity with vendor contracts and execution
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  • Knowledge of Human Resource policies and procedures
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UnitedHealth Group is an essential business.The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography - specific trends. At this time, 90% of our non - clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

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Some of the steps weve taken to ensure employee well - being include:

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  • Transitioned our new hire training classes to be conducted virtually
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  • Launched our ProtectWell app and UnitedCARES program to help ease the burden and stress for our UnitedHealth Group team members and their immediate family affected by COVID - 19
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  • Daily updates from our CEO Dave Wichmann to support and inspire team members during this challenging time
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  • Onsite social distancing and increased sanitization measures for employees who have been welcomed back to our offices
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  • Fully cover the COVID - 19 healthcare costs for our employees
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  • Employees who self - identify as high risk or who live with someone who is high risk have been asked to remain working from home
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You can learn more about all we are doing to fight COVID - 19 and support impacted communities at:https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

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Careers at UnitedHealthcare Medicare & Retirement.
"The Boomer generation is the fastest growing market segment in health care. And we are the largest business in the nation dedicated to serving their unique health and well-being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our health care system. Ready? It's time to doyour life's best work.SM

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Colorado Residents Only: The salary/hourly range for Colorado residents is $70,000 to $77,500/year (add additional reference for sales and physicians). Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, youll find a far-reaching choice of benefits and incentives

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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.

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UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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Keywords: planning, budgeting, forecasting, Genesys, Account manager, project management, Minnetonka, MN,hiring immediately

Posted: 2021-01-22 Expires: 2021-03-12

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Account Manager / Sr. Planning Analyst - Temporarily Remote Minnetonka, MN or Any UHG Office - 905064

UnitedHealth Group
Minnetonka, MN 55345

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