Workforce Supervisor

16 hours ago

Manila, National Capital Region, Philippines Optum, a UnitedHealth Group Company Full time ₱400,000 - ₱1,200,000 per year

Workforce Supervisor

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.

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
  • 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
  • May act as a resource for others
  • May coordinate others' activities

Minimum qualifications

  • At least 5 years of Workforce Management work experience
  • With at least 2 years of work experience in RTA/Scheduling/Planning
  • Preferrably with capacity planning experience
  • With team management work experience
  • At least 2 years completed in college
  • Willing to work on a hybrid work arrangement (at least 3x per week)

WHAT WE OFFER:

  • 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

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

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