Workforce Supervisor - Multiple Locations

Optum, a UnitedHealth Group Company; Makati; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Optum, a UnitedHealth Group Company, is seeking a senior Workforce Management leader in the Philippines to guide delivery analysts across locations. You will optimize staffing, forecast needs, and drive capacity planning in support of business units and finance partners.

You will communicate real-time strategies to senior leadership, manage vendor relationships, and coach teams to deliver high performance while ensuring service levels and continuity across operations.

Qualifications

• Undergraduate degree or equivalent work experience.
• 3+ years in service operations center, call center, or Workforce Management.
• 3+ years with Workforce Management software (IEX, Aspect, WFM IEX, Blue Pumpkin).
• 2+ years of experience building high performing teams.

Responsibilities

• Lead a team of delivery senior analysts/analysts across multiple locations for operational units.
• Provide tactical recommendations of the financial plan down to resource utilization.
• Support daily plan execution to meet SLAs, capacity needs, and workflow management.
• Lead short-range forecasts, scheduling requirements, and staffing coverage goals.
• Drive real-time strategies to maximize efficiency and fiscal responsibility.
• Identify risks/opportunities and advise internal/external teams on solutions.
• Present complex real-time strategies to senior leadership in plain language.
• Juggle multiple priorities and manage cross-functional interdependencies.
• Manage vendor relationships to ensure real-time staffing accuracy.
• Oversee Business Continuity Processes and Procedures.
• Onboard new talent quickly through structured mechanisms.
• Develop vendor partnerships and capacity planning across sites.

Skills

Team leadership

Forecasting

Staffing management

Vendor management

Strategic communication

Project management

Process improvement

Advanced Excel

Education

Bachelor's degree or equivalent

Tools

IEX

Aspect

Blue Pumpkin

Excel

Job description

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
• 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

Preferred Qualifications:

• 2+ years of experience working in systems administration or reporting
• 2+ years of experience in vendor relationships/management
• 2+ years of experience leading or managing projects
• 2+ years of experience driving financial plans/outcomes
• 2+ years of experience of setting expectations and managing vendor (on and offshore) partnerships
• Experience scheduling, conducting planning meetings, and managing capacity
• Health care industry experience
• Experience with Six Sigma, Agile, or Lean techniques
• Advanced understanding of Excel
• Proven track record of identifying defects and process variation, and working to improve processes and reduce defects

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, age, 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.