Workforce Management Capacity Planner

Optum; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Optum in the Philippines is seeking a Capacity Planner to analyze, forecast, and optimize workforce performance across operations. You will compile and review complex data, present insights for business planning, and support short and long term activities with research-backed solutions.

The role requires 3+ years in capacity planning/forecasting, experience with WFM tools (IEX, Genesys, CX1, Amazon Connect), and a track record in a BPO setting.

Qualifications

• 3+ years in capacity planning/forecasting and model building in a BPO setting.
• Experience using WFM tools: IEX, Genesys, CX1 and Amazon Connect.
• 4+ years WFM experience supporting Call Centers or Back Office operations.

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

Skills

Capacity planning

Forecasting

Data analysis

Tools

IEX

Genesys

CX1

Amazon Connect

Job description

As a Capacity Planner, you will grow and develop as you conduct and manage outcomes of various studies. You will be challenged to analyze, review, and forecast data for operational and business planning. As part of this elite team, you will be empowered to impact the health care system through the analysis and interpretation of data and presenting recommendations for business solutions.

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

Required Qualifications:

• 3+ years Capacity Planning/Forecasting and Model Building experience, Data Analysis, Financial Analysis/Planning in a BPO setting
• Experience in using WFM tools: IEX, Genesys, CX1 and Amazon Connect
• 4+ years of Workforce Management (WFM) experience supporting Call Centers or Back Office (investigation/transactional) operations,