Workforce Scheduling Analyst - Taguig City, NCR
Optum Global Solutions
Taguig City, Philippines
6d ago

Position Description

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)

Positions in this function are responsible for all scheduling, call volume monitoring and adjusting. Responsible for determining and communicating work schedules, resources for various call queues.

Primary Responsibilities :

  • Use workforce management software and call volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments
  • Deploy / redeploy resources in real time to meet current business levels / needs (e.g., re-skilling, real-time skill management)
  • Monitor attendance / schedule adherence, and take action as needed (e.g., update schedules, realign resources)
  • Optimize scheduling in real time, as needed (e.g., queuing, breaks, unplanned PTO)
  • Utilize call center tools to observe agents' actual state compared to scheduled state
  • Manage real-time inbound call traffic to help ensure that service levels are met
  • Gain an understanding of the technical and business solutions such as : optimized schedules, forecasts and other tools
  • Prepare and maintain reports, dashboards and monthly packages
  • Act as a resource for others
  • Coordinate others' activities
  • Required Qualifications :

  • 2+ years of experience working in a Call Center and / or transaction site
  • 2+ years of Workforce Management experience
  • 2+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis and / or Blue Pumpkin
  • Intermediate level of experience with MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.) and MS Word
  • Ability to work a flexible schedule, including weekends
  • Open in working on a Night Shift
  • Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system 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 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. 2020 Optum Global Solutions (Philippines) Inc. All rights reserved.

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