Capacity Planner

Optum; Metro Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Optum in Manila, Philippines, is seeking a Planner to analyze data and forecast for operational and business planning. The role focuses on transforming data into actionable insights and presenting recommendations for care system improvements.

You will influence decisions with strong analytical and communication skills across call center/back-office operations, driving efficiency and strategic initiatives.

Qualifications

• 4+ years of Workforce Management experience in Call Centers or Back Office operations.
• 3+ years in senior or executive level communication and/or presenting analyses.
• 3+ years in long-range planning, financial modeling and data analysis of contact center metrics.
• 3+ years identifying data sources, data rationalization and report building.
• 3+ years handling complex operations and financial issues with company-wide scope.
• Experience with NICE, Aspect, Verint WFM software and Excel/PowerPoint.

Responsibilities

• Compile, analyze, forecast, and trend complex data for planning.
• Present analyses for operational reviews and planning sessions.
• Support short and long-term business activities through analysis.
• Develop business solutions from data research and process analysis.
• Support ad hoc operational/strategic activities via reporting.
• Review key operational metrics and report on SLA/turnaround time.

Skills

Workforce Management (WFM)

Executive communication

Data analysis

Forecasting

Presentations

Analytical thinking

Communication skills

Tools

NICE

Aspect

Verint

Excel

PowerPoint

Job description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

As a Planner, you will grow and develop as you conduct and manage outcomes of various studies. You will be challenged to analyze, review, and forecast data for operational and business planning. As part of this elite team, you will be empowered to impact the health care system through the analysis and interpretation of data and presenting recommendations for business solutions.

Primary Responsibilities:

• Compile, analyze, review, forecast, and trend complex data
• Present analysis and interpretation for operational and business review and planning
• Support short and long term operational / strategic business activities through analysis
• Develop recommended business solutions through research and analysis of data and business process and implement when appropriate
• Support ad hoc operational/strategic business activities through analysis and reporting
• Review and report on key operational metrics including volume, average handle time, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time
• Perform other job-related work as assigned
• 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:

• 4+ years of Workforce Management (WFM) experience supporting Call Centers or Back Office (investigation/transactional) operations
• 3+ years of senior or executive level communication and/or presentation experience delivering detailed analyses and/or sound business cases or recommendations
• 3+ years of experience with long range planning, financial modeling and complex data analysis of all contact center/back-office service area metrics
• 3+ years of experience identifying sources of data, consuming and rationalizing the data, defining key production indicators and report building
• 3+ years of experience handling complex operations and financial issues that may have division- or company-wide scope
• Experience with Workforce Management (WFM) software including NICE, Aspect, Verint
• Intermediate to advanced level of proficiency with PC based software programs and automated database management systems (Excel and PowerPoint)
• Proven solid analytical and critical thinking skills to identify trends and influence business decisions
• Proven excellent oral and written communication skills

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.