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Job Details

UnitedHealth Group

Workforce Manager- San Juan, PR


Nurse Manager


San Juan, Puerto Rico, United States

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm)

WFM Manager is responsible for managing/governing process stats on Interval/Daily/Weekly and Monthly level, this position considerably contributes to top line and bottom line for the process. Individual should be able to manage the team of individuals (RTA, Schedulers/Planning & MIS) & be able to contribute individually on Scheduling & Real Time Management for multiple businesses, manage schedule adherence, shrinkage & breaks, publish intraday, WTD, MTD report showcasing stats and the health of the business.

Primary Responsibilities:

  • Managing the delivery team of the process not limiting to RTAs but may also include Scheduling & Planning
  • Managing/designing KRA’s for the team to align with the overall process requirement
  • Directly responsible for maintaining stakeholder relationship (internal & external)
  • Manage Service Level & Abandon, Shrinkages, Schedule & Break adherence
  • Need to be well versed with scheduling, planning & forecasting methodology
  • Need to have hands on experience of WFM & ACD tools like IEX, Genesys, Verint, Aspect, Avaya CMS, Nortel etc.
  • Creating & executing scheduling for the processes & escalating deviation to Operations
  • Initiating proactive alerts related to performance, publishing intraday reports/snapshots
  • Informing Operations of mitigation plans, managing exceptions


You’ll 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.

Required Qualifications:

  • Bachelor’s Degree
  • 3+ years of experience working with Workforce Management/ Scheduling / Capacity planning
  • 2+ years of management experience (team management/direct reports)
  • Experience working with IEX, Genesys and Avaya CMS
  • Stakeholder Manager experience
  • Proficient in MS Office (MS Excel, MS Word, PowerPoint)
  • English Proficiency
  • Working Hours: 8hrs a day/40 hrs a week (Availability from 7am-7pm)
  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifcations:

  • Bachelor’s Degree in Statistics or Math
  • Real Time Management
  • Experience working with Verint, Aspect and Nortel
  • Knowledge of tools like Power BI, Tableau

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

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.