Sr. Workforce Planning Analyst with call routing experience

1 week ago

Manila, National Capital Region, Philippines Optum Global Solutions Full time $60,000 - $100,000 per year
Job Description

Primary Responsibilities:

  • Partner with the OMNI project teams to define future state requirements and real time best practicesfor the call centers
  • Partner with the WFM team to discuss rollout plans and gather risks that need to be shared back to the project team
  • Partner with call routing to test and ensure future state is working as designed
  • Partner to ensure the NOC/OCC have the ability to allocate call volumes
  • Represent and be the liaison for the project team on behalf of WFM
  • Utilize call center tools to provide recommendations for future state
  • Ensure that system is appropriately set up to ensure WFM can effectively manage real-time inbound call traffic across multiple contact center locations to help ensure that service levels are met
  • Gain an understanding of the technical and business solutions being offered and present them to leadership
  • Provide training to WFM on policies, procedures, and best practices from Genesys to Amazon Connect
  • Share feedback from WFM back to the project team
  • Drive innovation and process improvement within Workforce Management
  • Perform ad hoc reporting and analysis as needed to improve overall performance of the call center, and enable solid understanding of the business
  • Complete other duties as assigned for OMNI or WFM as assigned
  • 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:

  • 5 years of WFM contact center experience
  • 5 years of process improvement, workflow, benchmarking and/or evaluation processes
  • 5 years of operational and/or procedural aspects of a call center
  • 5 years of working closely within a team environment
  • Experience working with and influencing cross-functional team
  • Experience with call routing, Amazon Connect, IVRs, PBXs, ACDs, Genesys or CXone, CMS modifications and vendor scripting
  • Project Management experience
  • Tableau or reporting creation experience
  • Experience with workforce planning concepts
  • Experience with call center capacity planning and staffing models

WHAT WE OFFER:

  • Hybrid
  • Laptop/Computer Provided by the Company
  • Market Total Rewards Package
  • Retirement Plan
  • Medical Plan (HMO) from Day 1 of employment
  • Dental, Medical, and Optical Reimbursements
  • Life and Disability Insurance
  • Paid Time-Off Benefits
  • Sick Leave Conversion
  • Tuition Fee Reimbursement
  • Employee Assistance Program (EAP)
  • Annual Performance Based Merit Increases
  • Employee Recognition
  • Training and Staff Development
  • Employee Referral Program
  • Employee Volunteerism Opportunity
  • All Mandatory Statutory Benefits
Spotlight
  • Annual leaves, Rewards & recognition, Retirement benefits

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