Healthcare Capacity & Workforce Planner

UnitedHealth Group

Cebu City

On-site

PHP 900,000 - 1,200,000

Full time

9 days ago

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Job summary

UnitedHealth Group in the Philippines is seeking a Planner, Workforce Management to lead data-driven operational planning and forecasting for call center and back-office activities. You will analyze, review, and present insights that shape short- and long-term business decisions, working closely with leadership teams to implement recommended solutions.

The role emphasizes strong Excel/PowerPoint skills, proficiency with WFM tools (NICE/Aspect/Verint), and a track record of translating data into

Qualifications

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

Responsibilities

Compile, analyze, forecast, and trend complex data.
Present analysis 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 processes.
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 directives regarding work locations, shifts, and flexibility.