Workforce Management Supervisor

Optum, a UnitedHealth Group Company; Metro Manila; In loco; PHP 900.000 - 1.400.000; Tempo pieno

Descrizione del lavoro

Optum, a UnitedHealth Group Company, seeks a seasoned Workforce Management leader to oversee delivery analysts across multiple locations. You will drive tactical financial planning, resource utilization, and real-time decisions to optimize capacity and SLA adherence.

You will mentor teams, coach performance, and communicate complex strategies to senior leadership, ensuring successful cross-functional collaboration and change management in a dynamic environment.

Competenze

• Undergraduate degree or equivalent work experience.
• 3+ years in service ops centers, call centers or workforce management.
• 2+ years of people management.
• Experience with workforce management software (IEX and NICE).
• Preferred: capacity planning, forecasting, and PM experience.

Mansioni

• Lead a team of delivery senior analysts across locations.
• Provide tactical financial planning recommendations and resource utilization.
• Plan execution of daily plans to meet SLAs and staffing needs.
• Lead forecasts, scheduling, and capacity coverage.
• Drive real-time strategic decisions for efficiency and fiscal responsibility.
• Identify risks and opportunities and advise internal/external teams.
• Present complex strategies clearly to senior leadership.
• Onboard new talent and manage cross-functional interdependencies.
• Be a change-agent and navigate roadblocks.

Conoscenze

Talent building

Coaching ability

Forecasting understanding

Complex pattern analysis

Communication skills

Negotiation influence

Action bias

Project management

multitasking/navigation

Formazione

Undergraduate degree or equivalent

Strumenti

IEX

NICE

Genesys

CX1

Aspect

Blue Pumpkin

Descrizione del lavoro

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Lead a team of delivery senior analysts/analysts (across multiple locations) in support of operational business units, finance partners, and key stakeholders throughout the organization

• Provide tactical recommendations of the financial plan down to resource utilization/execution

• Support the planning for execution of daily plans to meet SLA's, capacity needs, and workflow management for internal and vendor business units

• Lead the execution of short-range forecasts, scheduling requirements, and goals to assure appropriate capacity/staffing coverages

• Drive real time "in the game" strategic decisions to maximize efficiencies and fiscal responsibility

• Understanding multi-layer impacts by identifying risk and opportunities and then providing recommendations for internal and external teams to those solutions

• Present and explain complex real time strategies, in common language, to senior leadership to inform, build trust, and gain support

• Decipher and strategize the juggling of multiple (sometimes conflicting) priorities

• Drive vendor relationships to ensure real time accuracy of staffing and reporting

• Manage Business Continuity Processes and Procedures

• Create mechanisms to quickly on-board new talent

• Manage cross - functional interdependencies

• Be a solid change agent and resilient to roadblocks

• Anticipate customer needs and proactively identify solutions

• 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 regards 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

Demonstrated Skills:

• Ability to assess and build talent into high performing work teams

• Effective coach providing feedback to direct and indirect reports that help develop talent and support career development

• Describe the strategic importance of workforce management's vision inside and outside of the team

• Advanced ability to understand complex patterns and communicate their impact quickly and effectively

• Excellent written and verbal communication

• solid ability to influence/negotiate

• Bias toward action

• Developed project management skills that enable quick identification of immediate and future impacts

Ability to navigate through a complex network of simultaneous projects, financial task/pressures, technical/efficiency improvements, and employee engagement

Required Qualifications:

• Undergraduate degree or equivalent work experience

• 3+ years of experience in service operations center, call center or Workforce Management (RTA + Scheduling)

• 2+ years of experience in people management

• Experience with Workforce Management software (IEX and NICE )

Preferred Qualifications:

• Capacity Planning and Forecasting experience

• Experience with Workforce Management software (such as Amazon, Genesys, CX1, Aspect, Blue Pumpkin)

• 2+ years project management experience

• 2+ years of experience in system administration and reporting to stake holders

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.