Workforce Representative - Taguig City& NCR
Optum, a UnitedHealth Group company
Taguig, PH
3d 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)

    Positions in this function are responsible for all scheduling, monitoring staffing levels and adjusting as necessary. Responsible for analyzing, implementing, and monitoring workforce planning initiatives to optimize and scale the evolving workforce with short and long-range plans.

    Collaborates with business leaders, Finance, and other stakeholders to review existing and future workforce needs and to ensure alignment with business objectives and financial goals.

    Collects, interprets and evaluates workforce metrics to provide data driven insights for internal and external talent pool assessments, headcount reviews, forecasting and business scenario planning, reviews processes and monitors plan effectiveness.

    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.

    Works with site leaders to ensure adequate staff, contingency plans and workflow monitoring. Work is frequently completed without established procedures.

    Primary Responsibilities :

  • May act as a resource for others
  • May coordinate others' activities
  • Use workforce management software and call volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments
  • 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 : optimized schedules, forecasts and other tools and present them to management
  • Prepare and maintain reports, dashboards and monthly packages
  • 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

    This role is equally challenging and rewarding. You'll need to ensure consistent methodologies are followed to maintain quality and support the preparation of ad hoc analysis that enables strong understanding of the business.

    You'll also create all production-based reporting and ensure achievement of all metrics for telephone quality assurance.

    Required Qualifications :

  • High School Diploma, GED or equivalent work experience
  • 2+ years of experience working in a call center and / or transaction site
  • Extensive work experience within own function
  • Intermediate level of experience with MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.) and MS Word
  • Ability to work independently
  • Ability to work a flexible schedule, including weekends
  • Preferred Qualifications :

  • Bachelor's degree
  • 2+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis and / or Blue Pumpkin
  • Workforce management experience
  • Optum, part of the UnitedHealth Group family of businesses is a team of more than 260,000 people who are building career success through commitment, compassion and a desire to make a difference.

    Join us. Learn more about how you can start doing your life's best work.(sm)

    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. 2022 Optum Global Solutions (Philippines) Inc. All rights reserved.

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