Workforce Strategy Lead – Analytics & Planning

Optum Philippines; Philippines; On-site; PHP 900,000 - 1,700,000; Full time

Job summary

Optum Philippines is seeking a Senior Workforce Management Lead to oversee delivery analysts across locations, collaborating with finance partners and key stakeholders. You will translate complex data into tactical recommendations, plan daily operations to meet SLAs, and ensure staffing coverage through short-range forecasts.

You will drive real-time decision making, manage vendor relationships, and champion continuous improvement while aligning with company policies and business continuity

Qualifications

• 3+ years of experience in service operations center, call center or Workforce Management.
• 3+ years of experience with Workforce Management software (such as IEX, Aspect, Workforce Management IEX, Blue Pumpkin).
• 2+ years of experience in goal creation and building high performance work teams.

Responsibilities

• Lead a team of delivery senior analysts across locations in support of operational business units, finance partners, and key stakeholders.
• 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.
• Understand 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 to senior leadership to inform, build trust, and gain support.
• Decipher and strategize the juggling of multiple 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 directives.

Skills

Talent development

Coaching

Strategic workforce management

Data pattern analysis

Written and verbal communication

Influence and negotiation

Action orientation

Project management

Education

Undergraduate degree

Tools

IEX

Aspect

Blue Pumpkin

Excel

Job description

Optum Philippines is seeking a Senior Workforce Management Lead to oversee delivery analysts across locations, collaborating with finance partners and key stakeholders. You will translate complex data into tactical recommendations, plan daily operations to meet SLAs, and ensure staffing coverage through short-range forecasts.

You will drive real-time decision making, manage vendor relationships, and champion continuous improvement while aligning with company policies and business continuity