workforce representative or capacity Planner- 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) This position is responsible for managing long-term & Short Term forecasting and capacity planning. Ensuring that strategic goals are met through forecast modeling, collaborative planning, effective communication, while insuring forecast alignment with strategic goals. Primary Responsibilities: Forecasting staffing variables (i.e. volume, average handle time, off-phone activities, overflow, etc.) and working with the leadership team to validate the planning assumptions and volume forecast Formulate recommendations based upon analysis, data and input from users and departmental management Maintaining a close working relationship with all departmental leadership in developing staffing strategies Advise Operations regarding balancing work volume collaborate with managers within and across sites to balance workload between departments on a regular as well as ad hoc basis Partner with Operations regarding forecasting / planning based on actual experience and trend analyses and implement necessary tactics to achieve service targets Partner with staff and leadership (e.g., Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis of reports (e.g. consolidate queues, change phone hours) Analyze, develop action plan and resolve service delivery and / or service level issues Review Key Performance Metrics and subsequent drivers, implementing actions for improvement Adjust workforce requirements based on changing / dynamic forecasts reforecast when necessary Collaborate with supervisors to identify and track both planned and unplanned absences Review forecasts on an intra - daily, weekly, monthly and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and implement solutions Identify volume trends and averages on a monthly and quarterly / seasonal (when necessary) basis Establish and maintain communication channels regarding events that impact call and claim volumes 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: Graduate degree preferably in Statistics or Math Minimum of 5 years of experience in Workforce Management, 2 years in capacity planning, forecasting, budgeting & scheduling Experience in workforce management, budget planning, analytical and/or statistical experience preferably in a call center environment Experience in leading change, driving performance, and reducing operational defects Analytical with experience identifying root cause of defects and removing defects Knowledge of Human Resource policies and procedures Strong business, operational and procedural knowledge of a contact center Understanding of contact center planning and routing software and programming requirements (e.g., CMS modifications, vector scripting) Technical understanding of telecom hardware (e.g., PBX, ACD, IVR) Statistical analysis skills Proficiency with MS Office (e.g., Excel, Access) Written and verbal communication skills Business focus to understand company's vision, mission and strategy to achieve long and short-term goals Adaptable and able to move with change while maintaining a positive attitude Dependable and consistent Superior planning and organizational skills that effectively allocate and manage resources across the site Strong problem-solving skills that enable quick identification and efficient resolution of issues Highly respected individual with ability to influence others and build strong relationships
Monster

Taguig City, Metro Manila
Permanent
Full-time