Hybrid Workforce Capacity Planner - Forecasting & Analytics

Optum; Metro Manila; Hybrid; PHP 80,000 - 120,000; Full time

Benefits offered by this job

Hybrid

Laptop provided

Market Total Rewards Package

Retirement Plan

Medical Plan (HMO) from Day 1

Dental, Medical, and Optical Reimburse

Life and Disability Insurance

Sick Leave Conversion

Tuition Fee Reimbursement

Employee Assistance Program (EAP)

Annual Merit Increases

Employee Recognition

Training and Staff Development

Employee Referral Program

Employee Volunteerism

All Mandatory Statutory Benefits

Job summary

Optum is seeking a Workforce Management professional in the Philippines to forecast, analyze, and trend complex data for call centers and back-office operations. You will compile insights and present interpretations for operational and business reviews, supporting both short- and long-term planning.

The role offers a hybrid work arrangement with a market total rewards package and benefits starting Day 1, including medical coverage, retirement plans, and other employee perks.

Qualifications

• 4+ years of experience in workforce management (WFM) supporting call centers or back office operations.
• 3+ years of experience in BPO capacity planning
• With work experience in both short and long-range forecasting
• Experience with Workforce Management (WFM) software including NICE, Aspect, Verint

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 regard 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

Skills

WFM knowledge

Forecasting

Data analysis

Call centers

Tools

NICE

Aspect

Verint

Job description

Optum is seeking a Workforce Management professional in the Philippines to forecast, analyze, and trend complex data for call centers and back-office operations. You will compile insights and present interpretations for operational and business reviews, supporting both short- and long-term planning.

The role offers a hybrid work arrangement with a market total rewards package and benefits starting Day 1, including medical coverage, retirement plans, and other employee perks.