director - workforce Planning - taguig city, ncrUnitedHealth Group

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's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)
Position in this function is 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.
Primary Responsibilities:
Lead a team of 200+ WFM team (200+) consisting of real time analyst, capacity planners, forecasters and schedulers
Work closely with multiple stakeholders within WFM and Operations to deliver to the goals and objectives
Identify and report on account profitability opportunities and recommend strategies to improve campaign processes
Forecast and prepare for a call or email volume and monitor seat occupancy, average handle time and other factors to measure campaign performance
Work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns
Implement scheduling strategies and initiatives to enable the business to achieve its objectives
Communicate the core strategy and goals to the WFM Managers. Establish metrics for success, set clear daily staffing and scheduling priorities, and drive the team to meet goals
Understand the key business objectives, timeframes, and requirements associated with each workforce management goal
Keeping the forecasts updated considering variables that are not controllable and ensure that workforce procedures are followed by the team
Actively manage the staff, support, motivate, and retain an outstanding Workforce Management team
Responsible for mentoring, training, evaluating, and developing a team of Workforce Managers
Assist the team to set realistic and measurable staffing and scheduling goals, and develop an appropriate reward program as needed
Monitor progress towards goals to ensure client expectations and requirements are met
Ensure compliance with the company's processes and tools, system changes
Managed a very large WFM team (200+) consisting of real time analyst, capacity planners, forecasters and schedulers
Manage multiple, complex, ongoing tasks and projects
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 5 years in the leadership role
Strong and in-depth understanding of real time management, capacity planning, forecasting and scheduling
Strong understanding of WFM in Contact Centers as well as Back Office
Strong verbal and written communication skills
Strong attention to detail and has a strong desire to optimize procedures
Reporting proficiency and has strong coaching skills
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: 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. © 2022 Optum Global Solutions (Philippines) Inc. All rights reserved.
UnitedHealth Group

Taguig City, Metro Manila
Permanent
Full-time