workforce Analyst - 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)
Positions in this function are responsible for all scheduling, call volume monitoring and adjusting.
Primary Responsibilities:
Responsible for determining and communicating work schedules, resources for various call queues
Use workforce management software and call volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments
Deploy/redeploy resources in real time to meet current business levels/needs (e.g., re-skilling, real-time skill management)
Monitor attendance/schedule adherence, and take action as needed (e.g., update schedules, realign resources)
Optimize scheduling in real time, as needed (e.g., queuing, breaks, unplanned PTO)
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
Prepare and maintain reports, dashboards and monthly packages
Act as a resource for others
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:
3+ years of experience working in a Call Center/BPO setting and/or transaction site * 3+ years of Workforce Management experience
3+ years of experience with workforce systems such as 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
Ability to work a flexible schedule, including weekends
Open in working on a Night Shift
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. © 2020 Optum Global Solutions (Philippines) Inc. All rights reserved.
Job Keywords: Associate Business Analyst, Business Analyst, Analyst, Avaya, CMS, IEX, Genesis, Blue Pumpkin, Workforce Management, Taguig City, National Capital Region, NCR
UnitedHealth Group

Taguig City, Metro Manila
Permanent
Full-time