Workforce Manager - Taguig City& NCR
Optum, a UnitedHealth Group company
Taguig, PH
1d ago
source : Bossjob

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get.

Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably.

There's no room for error. Join us and start doing your life's best work.(sm)

WFM Manager is responsible for managing / governing process stats on Interval / Daily / Weekly and Monthly level, this position considerably contributes to top line and bottom line for the process.

Individual should be able to manage the team of individuals (RTA, Schedulers / Planning & MIS) & be able to contribute individually on Scheduling & Real Time Management for multiple businesses, manage schedule adherence, shrinkage & breaks, publish intraday, WTD, MTD report showcasing stats and the health of the business.

Primary Responsibilities :

  • Process Related :
  • Managing the delivery team of the process not limiting to RTAs but may also include Scheduling & Planning
  • Managing / designing KRA’s for the team to align with the overall process requirement
  • Directly responsible for maintaining stakeholder relationship (internal & external)
  • Manage Service Level & Abandon, Shrinkages, Schedule & Break adherence
  • Need to be well versed with scheduling, planning & forecasting methodology
  • Need to have hands on experience of WFM & ACD tools like IEX, Verint, Aspect, Avaya CMS, Nortel, Genesys etc.
  • Creating & executing scheduling for the processes & escalating deviation to Operations
  • Initiating proactive alerts related to performance, publishing intraday reports / snapshots
  • Informing Operations of mitigation plans, managing exceptions
  • People Related :
  • Be professional and courteous & maintain a high level of integrity and confidentiality at all times
  • Assist and support fellow teammates & Managers wherever required & be part of a collaborative work environment in achieving personal & team goals
  • Team players with a ready disposition to learn. Professional mannerisms
  • Customer Centricity, Commitment and reliability
  • Versatile and adaptable, motivated by achieving targets
  • Mental agility (ability to process tasks quickly and efficiently to maintain a quality service to our customers)
  • Reporting and Documentation :
  • Ensuring that compliance standards are met, regarding Data, reports accuracy
  • Ability to interpret correspondence and intended outcome accurately
  • 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

    Required Qualifications :

  • Graduate
  • Proficient in MS Office (MS Excel, MS Word, PowerPoint)
  • WFM Tools Verint, IEX, Genesys, Avaya reports etc.
  • Knowledge of tools like Power BI, Tableau
  • Excellent MS Excel skills and analytical skills
  • Excellent comprehension of spoken & written English and interpretation into appropriate action and intended outcome with required accuracy
  • Excellent presentation skills, grasping ability and logical reasoning
  • Excellent Interpersonal, people management & stakeholder Management skills
  • Willing to work in 24*7 environment
  • Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone.

    So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve.

    Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential.

    For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

    Diversity creates a healthier atmosphere : Optum is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

    Optum is a drug-free workplace. 2021 Optum Global Solutions (Philippines) Inc. All rights reserved.

    Job Keywords : Workforce Manager, WFM, Workforce Management, Taguig City, NCR, National Capital Region

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