[Remote] Senior Contact Center Workforce Analyst - Kelsey Seybold Clinic - Patient Access Center - Remote

Note: The job is a remote job and is open to candidates in USA. Optum is part of Kelsey-Seybold Clinic, a leading health care organization in the U.S. The Senior Contact Center Workforce Analyst will support call center scheduling, operational management, and provide analytics to drive performance and quality in patient care. This role involves forecasting call volume, managing staff schedules, and mentoring workforce analysts to ensure optimal call center operations.ResponsibilitiesSupport the call center's scheduling, operational future, and real-time management functionsProduce call volume forecast and staffing requirementsTrack and report critical performance informationDevelop and maintain staff work schedulesManage real time schedule exception entry, skill assignments, and call center service levelsMentor and uptrain workforce analystsEducate call center support teams on the functions of WFM and WFM toolsPerform high-level, in-depth tasks and analysis needed to forecast, plan and staff the call center appropriatelyBuild relationships with departments outside of the call centerSkillsBachelor's degree or equivalent experience5+ 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 systemExperience using Microsoft Office, PowerPoint, and ExcelFluent in both verbal and written EnglishCollege degree in Business, Operations Research, Statistics, or related areaExperience using Microsoft Office, PowerPoint, and ExcelExperience with Calabrio WFM toolExperience with Avaya systemsCrystal report experienceExperience providing leadership support to contact center staff as well as 1st level supervisorsAdvanced in ExcelAll employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter PolicyBenefitsA comprehensive benefits packageIncentive and recognition programsEquity stock purchase401k contribution (all benefits are subject to eligibility requirements)Flexibility to work remotely rom anywhere within the U.S.Development for other roles you may be interested inCompany OverviewWe’re evolving health care so everyone can have the opportunity to live their healthiest life. It was founded in 1985, and is headquartered in Eden Prairie, Minnesota, USA, with a workforce of 10001+ employees. Its website is https://frontiertherapies.optum.com.Company H1B SponsorshipOptum has a track record of offering H1B sponsorships, with 73 in 2026, 648 in 2025, 559 in 2024, 620 in 2023, 851 in 2022, 593 in 2021, 438 in 2020. Please note that this does not guarantee sponsorship for this specific role.