Workforce Manager - Muntinlupa City, NCRUnitedHealth Group
Workplace: MetroManila, Manila, Muntinlupa
Salary: Agreement
Work form: Full time
Posting Date: 09/11/2025
Deadline: 10/10/2020
This job has expired, you can refer to some related jobs below
Position Description
Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.(sm)
As a Workforce Manager, you are responsible for all scheduling, call volume monitoring, and adjusting. They are also responsible for determining and communicating work schedules and resources for various call queues. You will work with site leaders to ensure adequate staff, contingency plans and workflow monitoring.
Primary Responsibilities:
Use workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments
Demonstrate understanding of applicable business strategies, goals, and processes as they relate to workforce management
Demonstrate understanding of call routing processes and skill designs (e.g., holiday hours, emergencies, weather, troubleshooting of misrouted calls)
Forecast call volumes and resource needs based on historical data/metrics and current trends (e.g., membership composition/benefits changes, upcoming events, healthcare reform changes, online tool changes, seasonality)
Ensure proper staffing levels to meet contractual obligations and established metrics (e.g., performance guarantees, hours of operation, voluntary time unpaid, mandatory overtime), utilizing applicable action steps/playbooks
Demonstrate understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence)
Perform real-time analyses of performance data and respond appropriately (e.g., monitor intra-day activities, adjust schedules, perform trend analyses)
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) -Identify and communicate issues that may affect call volume fluctuations and overall call center performance to applicable stakeholders (e.g., NOC, business leadership)
Educate others and provide recommendations on the use and interpretation of performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence, occupancy)
Perform staffing analysis based on forecasted call volumes and resource needs to drive future business planning
Perform strategic planning to identify future Workforce Management needs (e.g., site growth, new client/membership assignment)
Collaborate with other groups to identify future staffing needs (e.g., Training, Human Capital, Operations, Forecasting)
Collaborate with applicable stakeholders to ensure that financial goals are achieved (e.g., Finance, vendor sites)
Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
Prepare and maintain reports and dashboards
Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
Support the preparation of ad hoc analysis that enables strong understanding of the business
Provide training on report, dashboard and package development to team members and management as needed
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:
7+ 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)
3+ years of experience working in a service operations center
3+ years of team lead/supervisory experience
3-5+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, and/or Blue Pumpkin
Experience with Call Center ACD experience
Advance proficiency with MS Word and Excel
Preferred Qualifications:
Project Management experience
Experience with Phone Switch tools (Avaya or IVR)
Knowledge of IEX TotalView
Knowledge of Human Resource policies and procedures
Take the next step, online at:
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 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: Workforce Supervisor, Workforce Management, WFM, Avaya, CMS, IEX, eWFM, Genesis, Blue Pumpkin, Muntinlupa City, Alabang, National Capital Region
UnitedHealth Group
Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.(sm)
As a Workforce Manager, you are responsible for all scheduling, call volume monitoring, and adjusting. They are also responsible for determining and communicating work schedules and resources for various call queues. You will work with site leaders to ensure adequate staff, contingency plans and workflow monitoring.
Primary Responsibilities:
Use workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments
Demonstrate understanding of applicable business strategies, goals, and processes as they relate to workforce management
Demonstrate understanding of call routing processes and skill designs (e.g., holiday hours, emergencies, weather, troubleshooting of misrouted calls)
Forecast call volumes and resource needs based on historical data/metrics and current trends (e.g., membership composition/benefits changes, upcoming events, healthcare reform changes, online tool changes, seasonality)
Ensure proper staffing levels to meet contractual obligations and established metrics (e.g., performance guarantees, hours of operation, voluntary time unpaid, mandatory overtime), utilizing applicable action steps/playbooks
Demonstrate understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence)
Perform real-time analyses of performance data and respond appropriately (e.g., monitor intra-day activities, adjust schedules, perform trend analyses)
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) -Identify and communicate issues that may affect call volume fluctuations and overall call center performance to applicable stakeholders (e.g., NOC, business leadership)
Educate others and provide recommendations on the use and interpretation of performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence, occupancy)
Perform staffing analysis based on forecasted call volumes and resource needs to drive future business planning
Perform strategic planning to identify future Workforce Management needs (e.g., site growth, new client/membership assignment)
Collaborate with other groups to identify future staffing needs (e.g., Training, Human Capital, Operations, Forecasting)
Collaborate with applicable stakeholders to ensure that financial goals are achieved (e.g., Finance, vendor sites)
Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
Prepare and maintain reports and dashboards
Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
Support the preparation of ad hoc analysis that enables strong understanding of the business
Provide training on report, dashboard and package development to team members and management as needed
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:
7+ 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)
3+ years of experience working in a service operations center
3+ years of team lead/supervisory experience
3-5+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, and/or Blue Pumpkin
Experience with Call Center ACD experience
Advance proficiency with MS Word and Excel
Preferred Qualifications:
Project Management experience
Experience with Phone Switch tools (Avaya or IVR)
Knowledge of IEX TotalView
Knowledge of Human Resource policies and procedures
Take the next step, online at:
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 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: Workforce Supervisor, Workforce Management, WFM, Avaya, CMS, IEX, eWFM, Genesis, Blue Pumpkin, Muntinlupa City, Alabang, National Capital Region
UnitedHealth Group
Other Info
Muntinlupa City, Metro Manila
Permanent
Full-time
Permanent
Full-time
Submit profile
UnitedHealth Group
About the company
UnitedHealth Group jobs
Philippines
Position Workforce Manager - Muntinlupa City, NCR recruited by the company UnitedHealth Group at MetroManila, Manila, Muntinlupa, Joboko automatically collects the salary of , finds more jobs on Workforce Manager - Muntinlupa City, NCR or UnitedHealth Group company in the links above