Workforce Forecaster and Planner

Job Responsibilities

• This position is responsible for forecasting staffing variables (i.e. volume, average handle time, off-phone activities, overflow, etc.) and working with the leadership team to validate the planning assumptions and volume forecast
• Formulate recommendations based upon analysis, data and input from users and departmental management
• Maintaining a close working relationship with all departmental leadership in developing staffing strategies
• Advise Operations regarding balancing work volume; collaborate with managers within and across sites to balance workload between departments on a regular as well as ad hoc basis.
• Partner with Operations regarding forecasting / planning based on actual experience and trend analyses and implement necessary tactics to achieve service targets.
• Partner with staff and leadership (e.g., Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis of reports (e.g. consolidate queues, change phone hours).
• Analyze, develop action plan and resolve service delivery and / or service level issues.
• Review Key Performance Metrics and subsequent drivers, implementing actions for improvement
• Adjust workforce requirements based on changing / dynamic forecasts; reforecast when necessary.
• Collaborate with supervisors to identify and track both planned and unplanned absences.
• Review forecasts on an intra - daily, weekly, monthly and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and implement solutions.
• Identify volume trends and averages on a monthly and quarterly / seasonal (when necessary) basis.
• Establish and maintain communication channels regarding events that impact call and claim volumes.

Job Qualifications

• Graduate degree preferably in Statistics or Math
• Minimum of 5 years of experience in Workforce Management, 2 years in capacity planning, forecasting, budgeting & scheduling
• Experience in workforce management, budget planning, analytical and/or statistical experience preferably in a call center environment
• Strong business, operational and procedural knowledge of a contact center.
• Experience in leading change, driving performance, and reducing operational defects.
• Proficiency with MS Office (e.g., Excel, Access)
• Technical understanding of telecom hardware (e.g., PBX, ACD, IVR).
• Understanding of contact center planning and routing software and programming requirements (e.g., CMS modifications, vector scripting,).
• Knowledge of Human Resource policies and procedures.
• Analytical with experience identifying root cause of defects and removing defects.
• Statistical analysis skills.
• Written and verbal communication skills.
• Business focus to understand company's vision, mission and strategy to achieve long and short term goals.
• Adaptable and able to move with change while maintaining a positive attitude.
• Dependable and consistent.
• Superior planning and organizational skills that effectively allocate and manage resources across the site.
• Strong problem solving skills that enable quick identification and efficient resolution of issues.
• Highly respected individual with ability to influence others and build strong relationships
• Amenable to work in Taguig

What we offer

• Market Competitive Pay Levels
• 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

Who we are

Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.

As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world.

We're a diverse team with operations across North America, South America, Europe, Asia Pacific and the Middle East. This includes our over 14,000 employees in the Philippines.

Elevate your career with a leading health care company while improving lives.

Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that's dedicated to Caring. Connecting. Growing together.