Senior Workforce Representative

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. 

Primary Responsibilities:

• Generate Performance Dashboards and specific KPI reports and analysis to identify trends/patterns, for performance monitoring of stakeholders (e.g., Service Level, Contact volumes, Average Handling Time, etc.)
• Gather and publish reports for workforce metrics/data ((e.g., Service Level, Contact volumes, AHT, Adherence, etc.) and/or other Operational metrics, to applicable audiences (internal and external customers)
• Collaborate with different stakeholders to review current performance data and identify opportunities (e.g. Other Workforce Management teams,
• Operations Leadership, etc.) through reporting, analysis and visualizations.
• 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:

• College Graduate/Undergraduate degree or equivalent experience
• At least 2 to 3 years of experience in reporting and analytics
• Advanced MS Excel (advanced formulas, Power Query, Power Pivot etc.) + VBA Macros Coding, Proficiency in SQL, Power BI
• Experience working in the BPO/Contact Center Industry
• Experience in building performance dashboards and KPI reports from scratch in MS Excel and Power BI
• Create visualizations/data storytelling and analysis for supported business/es
• Can apply large data in Excel and Power BI; and able to use SQL queries from different data sources and connect to reports
• Demonstrate understanding of applicable performance metrics and data (e.g., Service Level, AHT, ASA, Contact volumes, Adherence, Shrinkage, etc.)
• Good analytical skills with experience collecting, organizing, analyzing, and publishing reports with accuracy and timeliness
• Good time/project management, problem solving and analytical skills.
  Proven excellent communication and collaboration skills with Internal and External Customers

Preferred Qualifications:

• Proficiency in Tableau and SSRS, SSIS

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 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.