Global Workforce Management Lead

Optum, a UnitedHealth Group Company; Metro Manila; Presencial; PHP 900.000 - 1.400.000; Jornada completa

Descripción de la vacante

Optum, a UnitedHealth Group Company, seeks a seasoned Workforce Management leader to oversee delivery analysts across multiple locations. You will drive tactical financial planning, resource utilization, and real-time decisions to optimize capacity and SLA adherence.

You will mentor teams, coach performance, and communicate complex strategies to senior leadership, ensuring successful cross-functional collaboration and change management in a dynamic environment.

Formación

• Undergraduate degree or equivalent work experience.
• 3+ years in service ops centers, call centers or workforce management.
• 2+ years of people management.
• Experience with workforce management software (IEX and NICE).
• Preferred: capacity planning, forecasting, and PM experience.

Responsabilidades

• Lead a team of delivery senior analysts across locations.
• Provide tactical financial planning recommendations and resource utilization.
• Plan execution of daily plans to meet SLAs and staffing needs.
• Lead forecasts, scheduling, and capacity coverage.
• Drive real-time strategic decisions for efficiency and fiscal responsibility.
• Identify risks and opportunities and advise internal/external teams.
• Present complex strategies clearly to senior leadership.
• Onboard new talent and manage cross-functional interdependencies.
• Be a change-agent and navigate roadblocks.

Conocimientos

Talent building

Coaching ability

Forecasting understanding

Complex pattern analysis

Communication skills

Negotiation influence

Action bias

Project management

multitasking/navigation

Educación

Undergraduate degree or equivalent

Herramientas

IEX

NICE

Genesys

CX1

Aspect

Blue Pumpkin

Descripción del empleo

Optum, a UnitedHealth Group Company, seeks a seasoned Workforce Management leader to oversee delivery analysts across multiple locations. You will drive tactical financial planning, resource utilization, and real-time decisions to optimize capacity and SLA adherence.

You will mentor teams, coach performance, and communicate complex strategies to senior leadership, ensuring successful cross-functional collaboration and change management in a dynamic environment.