Multi-Location Workforce Lead & Analytics

Optum, a UnitedHealth Group Company; Makati; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Optum, a UnitedHealth Group Company, is seeking a senior Workforce Management leader in the Philippines to guide delivery analysts across locations. You will optimize staffing, forecast needs, and drive capacity planning in support of business units and finance partners.

You will communicate real-time strategies to senior leadership, manage vendor relationships, and coach teams to deliver high performance while ensuring service levels and continuity across operations.

Qualifications

• Undergraduate degree or equivalent work experience.
• 3+ years in service operations center, call center, or Workforce Management.
• 3+ years with Workforce Management software (IEX, Aspect, WFM IEX, Blue Pumpkin).
• 2+ years of experience building high performing teams.

Responsibilities

• Lead a team of delivery senior analysts/analysts across multiple locations for operational units.
• Provide tactical recommendations of the financial plan down to resource utilization.
• Support daily plan execution to meet SLAs, capacity needs, and workflow management.
• Lead short-range forecasts, scheduling requirements, and staffing coverage goals.
• Drive real-time strategies to maximize efficiency and fiscal responsibility.
• Identify risks/opportunities and advise internal/external teams on solutions.
• Present complex real-time strategies to senior leadership in plain language.
• Juggle multiple priorities and manage cross-functional interdependencies.
• Manage vendor relationships to ensure real-time staffing accuracy.
• Oversee Business Continuity Processes and Procedures.
• Onboard new talent quickly through structured mechanisms.
• Develop vendor partnerships and capacity planning across sites.

Skills

Team leadership

Forecasting

Staffing management

Vendor management

Strategic communication

Project management

Process improvement

Advanced Excel

Education

Bachelor's degree or equivalent

Tools

IEX

Aspect

Blue Pumpkin

Excel

Job description

Optum, a UnitedHealth Group Company, is seeking a senior Workforce Management leader in the Philippines to guide delivery analysts across locations. You will optimize staffing, forecast needs, and drive capacity planning in support of business units and finance partners.

You will communicate real-time strategies to senior leadership, manage vendor relationships, and coach teams to deliver high performance while ensuring service levels and continuity across operations.