Workforce Capacity Planner

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

• 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

Job 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

What we offer

• Hybrid


• Laptop/Computer Provided by the Company


• Market Total Rewards Package


• Retirement Plan


• Medical Plan (HMO) from Day 1 of employment


• Dental, Medical, and Optical Reimbursements


• Life and Disability Insurance


• Sick Leave Conversion


• Tuition Fee Reimbursement


• Employee Assistance Program (EAP)


• Annual Performance Based Merit Increases


• Employee Recognition


• Training and Staff Development


• Employee Referral Program


• Employee Volunteerism Opportunity


• All Mandatory Statutory Benefits

Who we are

Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare. As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world.

We’re a diverse team with operations across North America, South America, Europe, Asia Pacific and the Middle East. This includes our over 25,000 employees in the Philippines.

Elevate your career with a leading health care company while improving lives.