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Workforce Capacity Planner – Quezon City, NCR

Description:

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)

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

  • Mentor others

  • 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



Requirements:

Required Qualifications:

  • 3+ years of Workforce Management experience (i.e. responsible for scheduling, call volume monitoring and adjusting, forecasting and capacity planning, determining and communicating work schedules and resources for call queues, consulting with call operations, etc.)
  • 3+ years of 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
  • Ability to work a flexible schedule, including weekends


Preferred Qualifications:

  • Preferably with Fiber or wired internet connection of 15 to 20 mbps in case of working from home. The following options are also available:

         – Corporate internet subsidy for those within available and valid serviceable locations, subject to Company policy
          Onsite work for those who are amenable to drive or commute to our office locations



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: Workforce Capacity Planner, Workforce Management, Work Force Management, Work Scheduler, Work Scheduling, Traffic Workforce, Avaya, CMS, IEX, eWFM, Genesis, Blue Pumpkin, Quezon City, NCR

Salary: ₱15000 - ₱25000
Address: Quezon City, Philippines

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