Workforce Management Supervisor

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.

A Workforce Supervisor is responsible for managing a team of employees to ensure people development, efficient operations, and optimal staffing levels. This role involves overseeing scheduling, monitoring performance, and implementing strategies to improve workforce management.

Primary Responsibilities:

• Team Management: Supervise and support a team of workforce rep assc, workforce rep and workforce rep sr. Ensure team members adhere to schedules, coverage, and performance standards. Provide coaching and feedback to improve team performance and drive growth. Ensure all team members have the necessary assets to perform their duties and responsibilities of their respective roles
• Performance Strategy Development: Work with Operations and Workforce Planning Team to develop Playbook Tactics and other performance strategies for special cause events to ensure that business will meet service level agreements (SLAs) or other performance guarantees. Ensure clear communication of agreed strategies to all stakeholders
• Performance Monitoring: Track and analyze team performance. Identify trends and areas for improvement and implement corrective actions. Identify significant contributions and provide feedback or commendation, as necessary. Ensure compliance with company policies and industry regulations
• Communication and Collaboration: Maintain clear and effective communication with team members and stakeholders. Validate and address employee feedback/escalations in compliance with the established company policies and laws that applies. Ensure all policy updates, benefits and regulations will be properly communicated to all team members
• Development: Drive usage of all available training platforms. Conduct quarterly check-Ins and regular scorecard discussion. Ensure completion of assigned mandatory training courses. Conduct Year-In review to all direct reports. Host and facilitates team meeting/learning
• Admin: Conduct Domain Interview with internal and external applicants for open requisition. Conduct audit of system, program, assets and peripherals of the team
• Accuracy, Integrity, and Attention to Detail: Ensure all data, reports and information are accurate, up-to-date and effectively communicated to all parties involved. Proof-read alerts, notification, and updates prior to dissemination of information to avoid errors and confusion
• Proactive Problem Solving: Anticipate potential issues and address them before they impact performance. Develop contingency plans for common problems and make clear responsibility in case of special causes
• Effective Communication: Maintain clear and open communication with team members and stakeholders. Provide timely updates and feedback to ensure everyone is informed and aligned
• Compliance and Ethics: Adhere to company policies and industry regulations. Adhere to established Standard Operating Procedures, Playbook Tactics agreed upon with Operation Partners and Business Continuity Plans. Maintain confidentiality and handle sensitive information with care. Be an advocate of company’s Core Values. Ensure employee needs are being met without compromising company policies
• Continuous Improvement: Stay updated on industry best practices and new technologies in workforce management. Regularly review and refine processes to enhance efficiency and effectiveness with the team
• Innovation: Encourage creativity within the team to seek new information, knowledge, and efficient ways to do things. Develop, introduce, and adapt new idea or approach that bring positive change and improvement to the team and businesses we support
• Leadership: Provides support and answers to areas of expertise. Ensure all stakeholders are involved in decision-making. Serves as Point Of Contact in the absence of the Manager
• Competency: Be able to exhibit WFM, Leadership and People Management industry expertise
• 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:

• Bachelors Degree
• 4+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis
• 2+ years of experience in workforce analytics, planning, forecasting and/or workforce management with a large global call center
• 1+ years Supervisor/People Management experience
• Extensive Workforce Management experience 
• 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)
• Experience in Handling Voice & Non Voice LOBs 
• Experience in building performance dashboards
• Experience in handling onshore WFM counterparts
• Intermediate level of experience with MS Excel (i.e., creating spreadsheets, v-lookups, pivot tables, etc.) and MS Word
• Background in RTA, scheduling
• Background in forecasting and planning
• Proven good presentation and communications skills
• Proven ability to work a flexible schedule, including weekends
• Proven ability to work independently

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. © 2024 Optum Global Solutions (Philippines) Inc. All rights reserved.