Supervisor 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 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) 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: Bachelors Degree 4+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis and/or Blue Pumpkin 2+ years Supervisor/People Management experience Extensive Workforce Management experience Intermediate level of experience with MS Excel (i.e., creating spreadsheets, v-lookups, pivot tables, etc.) and MS Word Experience in RTA and Capacity Planning Experience in Handling Non Voice LOBs Experience in building performance dashboards Experience in handling onshore WFM counterparts Knowledge on using Tableu, PowerBI and Work Routers Ability to work a flexible schedule, including weekends Ability to work independently
Monster

Taguig City, Metro Manila
Permanent
Full-time