Supervisor Workforce Planning - Multiple Locations

UnitedHealth Group

Taguig City, Metro Manila
Permanent
Full-time

25 days ago

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.Positions in this function are responsible for all scheduling, monitoring staffing levels and adjusting as necessary. Responsible for analyzing, implementing, and monitoring workforce planning initiatives to optimize and scale the evolving workforce with short and long-range plans. Collaborates with business leaders, Finance, and other stakeholders to review existing and future workforce needs and to ensure alignment with business objectives and financial goals. Collects, interprets and evaluates workforce metrics to provide data driven insights for internal and external talent pool assessments, headcount reviews, forecasting and business scenario planning, reviews processes and monitors plan effectiveness.Primary Responsibilities:

Use workforce management software and call volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments
Utilize call center tools to observe agents' actual state compared to scheduled state
Manage real-time inbound call traffic to help ensure that service levels are met
Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
Prepare and maintain reports, dashboards and monthly packages
May act as a resource for others
May coordinate others' activities
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:

Bachelor’s degree
2 - 5 years of Supervisor or People Management experience
2 - 5 years of experience in workforce analytics, planning, forecasting and/or workforce management with a large global call center
4+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis
Extensive Workforce Management experience
Intermediate level of experience with MS Excel (i.e., creating spreadsheets, v-lookups, pivot tables, etc.) and MS Word
Experience with forecasting and multi-variant statistical techniques and modeling including linear regression, multi-variant regression, etc.
Experience with labor modeling (e.g. productivity modeling, task timing and task variance impacts)
Background in RTA, scheduling
Experience in Handling Voice & Non Voice LOBs
Experience in building performance dashboards
Experience in handling onshore WFM counterparts
Knowledge on using Tableu, PowerBI and Work Routers
Willing or ability to work a flexible schedule, including weekends
Proven ability to work independently
Proven good presentation and communications skills

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.Diversity creates a healthier atmosphere: Optum 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.Optum is a drug-free workplace. © 2023 Optum Global Solutions (Philippines) Inc. All rights reserved.

UnitedHealth Group

Apply Now