traffic/ Workforce representativeUnitedHealth 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)
Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our health care system. It's dramatic. It's positive. And it's being led by companies like Optum, part of the UnitedHealth Group family of businesses. Here's where you come in. With the goal of ensuring the highest quality of operations and services, you'll provide senior level expertise to all scheduling, call volume monitoring and adjustments. You'll help determine and communicate work schedules and assign resources for various call queues as well as interface with site leaders to ensure adequate staff, contingency plans and workflow monitoring.
Positions in this function are responsible for all scheduling, call volume monitoring and adjusting. Responsible for determining and communicating work schedules, resources for various call queues. Works with site leaders to ensure adequate staff, contingency plans and workflow monitoring. Work does not usually require established procedures.
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 such as: optimized schedules, forecasts and other tools, and present them to management
Prepare and maintain reports, dashboards and monthly packages
Mentors others
Acts as a resource for others
Coordinates 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
This role is equally challenging and rewarding. In this high volume, demanding call center environment, you'll need to analyze market data, review scheduling conditions, forecast production and identify trends to present information for operational and business planning
Required Qualifications:
At least college level
2+ years of workforce management experience (i.e. responsible for scheduling, call volume monitoring and adjusting, determining and communicating work schedules and resources for call queues, consulting with call operations, etc.)
2+ years experience with workforce systems (i.e. Avaya, CMS, IEX, eWFM, Genesis, and/or Blue Pumpkin)
Intermediate level of experience with MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.) and MS Word
Extensive work experience, possibly in multiple functions
Ability to work a flexible schedule, including weekends
Ability to work independently
Preferred Qualifications:
Bachelor's degree
2+ years of operations experience
Optum is a team of more than 260,000 people who are building career success through commitment, compassion and a desire to make a difference. Join us. Learn more about how you can start doing you life's best work.(sm)
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system 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. © 2021 Optum Global Solutions (Philippines) Inc. All rights reserved.
Job Keywords: Real Time Analyst, Workforce Management, WFM, Avaya, CMS, IEX, Ewfm, Genesis, Blue Pumpkin, Taguig City, NCR, National Capital Region
UnitedHealth Group

Taguig City, Metro Manila
Permanent
Full-time