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Workforce Real Time Analyst – 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)



As a Real-Time Analyst you’ll need to ensure consistent methodologies are followed to maintain quality and support the preparation of ad hoc analysis that enables strong understanding of the business. You’ll also create all production-based reporting and ensure achievement of all metrics for telephone quality assurance.



Primary Responsibilities:

  • Queue management, ensuring calls/transactions are being managed
  • Further optimization of scheduled activities and adjusting based on OOO shrinkages
  • Send of interval and productivity reports to spread awareness about the program status in production
  • Flag of the queue and out of adherence and ensuring agent productivity and efficiency
  • Attendance tracking and reporting
  • Recommend mitigation plans such as AHOD and overtimes if needed
  • RCA and deep dive analysis for failure of meeting SLA
  • Daily IDP calls
  • Weekly scheduling calls
  • Keep intact communication with Operations/Onshore WFM partner
  • Efficient skilling of associates based on their profiles
  • Send day-end reports
  • 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:

  • 1+ year of experience working in a call center and/or transaction site

  • At least 6 months of Workforce RTA experience

  • At least 6 months 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 on a flexible schedule, including weekends

  • Open in working on a Night Shift



Preferred Qualification:

  • Bachelor’s degree


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 Real Time Analyst, Workforce Analyst, Work Force Analyst, Real Time Analyst, RTA, Avaya, CMS, IEX, eWFM, Genesis, Blue Pumpkin, MS Excel, MS Word, Quezon City, NCR, National Capital Region, Night Shift

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