Strategic Leader, Workforce Analytics & Forecasting

Optum, a UnitedHealth Group Company; Makati; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Optum is seeking a Manager of Workforce Analytics to lead end-to-end workload management across a complex multi-site environment. You will drive forecasting, capacity planning, scheduling, and performance analytics with internal and vendor partners.

The role requires advanced analytics, enterprise stakeholder management, and the ability to translate data into actionable insights at scale. Based in the Philippines, you will oversee a team of analysts, calibrate vendor performance, and present

Qualifications

• 8+ years in Workforce Management with forecasting, capacity planning, scheduling, and analytics.
• Experience supporting call centers, shared services, or large-scale operations with vendors.
• Advanced experience building analytical models translating data into actionable insights.
• Hands-on experience with IEX and workforce reporting.
• Experience with Genesys/AWS and call routing optimization.
• Experience collaborating with internal stakeholders and external vendors in a fast-paced environment.
• Expert Excel skills with complex formulas and automation.
• Strong communication and problem-solving; leadership readiness.

Responsibilities

• Analyze, review, forecast, and trend complex operational and workforce data to support enterprise-level decision making
• Build and maintain complex workforce models, calculators, templates, and simulations to support forecasting, capacity planning, and scenario analysis
• Own end-to-end Workforce Management (WFM) analytics including forecasting, capacity planning, scheduling assumptions, and performance reconciliation
• Develop and implement strategies to optimize workload distribution across internal teams and vendor partners, balancing service levels, cost, and productivity
• Lead recurring vendor calibration and performance review discussions (weekly/monthly), ensuring forecast accuracy, staffing readiness, and execution alignment
• Translate complex analysis into clear, actionable insights for operational leaders, senior management, and business partners
• Lead and manage projects related to staffing allocation, ramp readiness, capacity shifts, and vendor movements requested by the business
• Act as a subject-matter expert for WFM tools, methodologies, and best practices across the organization

Skills

Forecasting

Capacity planning

Scheduling

Performance analytics

Excel expert

Communication

Leadership readiness

Education

Bachelor's degree

Tools

IEX

Genesys/AWS

Job description

Optum is seeking a Manager of Workforce Analytics to lead end-to-end workload management across a complex multi-site environment. You will drive forecasting, capacity planning, scheduling, and performance analytics with internal and vendor partners.

The role requires advanced analytics, enterprise stakeholder management, and the ability to translate data into actionable insights at scale. Based in the Philippines, you will oversee a team of analysts, calibrate vendor performance, and present