The Role
Analyzes, forecasts, and trends workforce and operational data for call center and back-office planning. Reviews metrics such as volume, handle time, occupancy, utilization, attrition, shrinkage, and service levels. Develops reports, business cases, recommendations, and solutions for short- and long-term operational strategies. Presents findings to senior stakeholders and supports complex operational and financial analysis across the organization.
Summary Generated by Built In
Requisition Number: 2392547
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.
As a Planner, you will grow and develop as you conduct and manage outcomes of various studies. You will be challenged to analyze, review, and forecast data for operational and business planning. As part of this elite team, you will be empowered to impact the health care system through the analysis and interpretation of data and presenting recommendations for business solutions.
Primary Responsibilities:
Required Qualifications:
Preferred Qualification:
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.
Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.
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.
As a Planner, you will grow and develop as you conduct and manage outcomes of various studies. You will be challenged to analyze, review, and forecast data for operational and business planning. As part of this elite team, you will be empowered to impact the health care system through the analysis and interpretation of data and presenting recommendations for business solutions.
Primary Responsibilities:
- Compile, analyze, review, forecast, and trend complex data
- Present analysis and interpretation for operational and business review and planning
- Support short and long term operational / strategic business activities through analysis
- Develop recommended business solutions through research and analysis of data and business process and implement when appropriate
- Support ad hoc operational/strategic business activities through analysis and reporting
- Review and report on key operational metrics including volume, average handle time, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time
- Perform other job-related work as assigned
- 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:
- Undergraduate degree or equivalent experience
- 4+ years of Workforce Management (WFM) experience supporting Call Centers or Back Office (investigation/transactional) operations
- 3+ years of senior or executive level communication and/or presentation experience delivering detailed analyses and/or sound business cases or recommendations
- 3+ years of experience with long range planning, financial modeling and complex data analysis of all contact center/back-office service area metrics
- 3+ years of experience identifying sources of data, consuming and rationalizing the data, defining key production indicators and report building
- 3+ years of experience handling complex operations and financial issues that may have division- or company-wide scope
- Experience with Workforce Management (WFM) software including NICE, Aspect, Verint
- Intermediate to advanced level of proficiency with PC based software programs and automated database management systems (Excel and PowerPoint)
- Demonstrated solid analytical and critical thinking skills to identify trends and influence business decisions
- Proven excellent oral and written communication skills
Preferred Qualification:
- Experience in the Healthcare industry
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.
Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.
Skills Required
- Undergraduate degree or equivalent experience
- 4+ years of Workforce Management experience supporting call centers or back-office operations
- 3+ years of senior- or executive-level communication and presentation experience delivering analyses, business cases, or recommendations
- 3+ years of experience with long-range planning, financial modeling, and complex contact center or back-office data analysis
- 3+ years of experience identifying data sources, rationalizing data, defining key production indicators, and building reports
- 3+ years of experience handling complex operations and financial issues with divisional or company-wide scope
- Experience with Workforce Management software, including NICE, Aspect, or Verint
- Intermediate to advanced proficiency with PC-based software and automated database management systems, including Excel and PowerPoint
- Solid analytical and critical-thinking skills to identify trends and influence business decisions
- Excellent oral and written communication skills
- Experience in the healthcare industry
Optum Compensation & Benefits Highlights
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Leave & Time Off Breadth — PTO is generally described as decent or good, and many note it as a strong part of the package. Actual ability to take time off can depend on workload and team coverage.
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Retirement Support — Offerings include a 401(k) with employer match and access to an employee stock purchase plan, which are highlighted as meaningful components of total rewards. These programs are consistently referenced among core benefits.
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Parental & Family Support — Parental and caregiver leave, along with adoption assistance, are publicly highlighted and viewed as notable elements of the package. Availability can be role-specific, but these supports contribute to overall breadth where offered.
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The Company
What We Do
Optum, part of the UnitedHealth Group family of businesses, 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. At Optum, we support your well-being with an understanding team, extensive benefits and rewarding opportunities. By joining us, you’ll have the resources to drive system transformation while we help you take care of your future. We recognize the power of connection to drive change, improve efficiency and make a difference in health care. Join a team where your skills and ideas can make an impact and where collaboration is key to creating technology that produces healthier outcomes.
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Optum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Optum has three workplace models that balance the needs of the business and the responsibilities of each role. These models, core on‑site (5 days/week), hybrid (4 days/week) and telecommute or fully remote, vary by country, role and location.
Typical time on-site:
Not Specified
