Workforce Representative – Multiple Locations, NCR

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 planning, scheduling, real-time monitoring and management of 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 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. Delivers value through actionable insight addressing operation workforce risks and opportunities. Work is frequently completed without established procedures.

Primary Responsibilities:

• May act as a resource for others
• May coordinate others’ activities
• Analyzes and investigates
• Provides explanations and interpretations within area of expertise
• Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, root cause analysis)
• Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences (e.g., agents, management)
• Communicate findings of data analyses and recommendations to appropriate stakeholders (e.g., presentations)
• Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, NOC, Planning/ Forecasting)
• 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:

• Undergraduate degree or equivalent experience
• At least 1 to 2 years of experience in Workforce Management – Real time analyst/Scheduler
• Extensive work experience within own function
• Must have – Intermediate to Advance Excel, Access, Excel dashboarding experience. WFM tools: Genesys, IEX
• Experience in developing dashboards, visualizations and understandable reports for the business
• Experience working in the BPO/Contact Center Industry
• Demonstrated understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence)
• Proficient in using SQL, OBIEE, Tableau, Power BI, Python.
• Proven ability to work independently
• Proven ability to manage huge amounts of data in Excel and use SQL in pulling queries from these Excel files
• Proven good analytical skills with experience collecting, organizing, analyzing, and disseminating abundant information with accuracy
• Proven excellent communication, collaboration, time/project management, problem solving, organizational, and analytical 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.