Workforce Real Time Analyst with Scheduling and Capacity Planners

Job Responsibilities

• Analyzes and investigates
• Provides explanations and interpretations within area of expertise
• Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, root cause analysis)
• Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences (e.g., agents, management)
• Communicate findings of data analyses and recommendations to appropriate stakeholders (e.g., presentations)
• Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, NOC, Planning/ Forecasting)
• Manage Service Level & Abandon, Schedule & Break adherence
• Need to be well versed with scheduling to understand schedule adherence
• Need to constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ACW/BREAKS & SHIFTS.
• Need to have hands on experience of WFM & ACD tools like IEX, Verint, Aspect, Avaya CMS, Nortel, Genesys etc.
• Executing schedule adherence for the processes & escalating deviation to Operations on real time basis
• Initiating proactive alerts related to performance, publishing interval reports/snapshots
• Informing Operations of mitigation plans, managing exceptions, overtime requirement
• Excellent Interpersonal, people management & stakeholder Management skills
• Be professional and courteous & maintain a high level of integrity and confidentiality at all times
• Team players with a ready disposition to learn
• Ensuring that Compliance standards are met, regarding Data, reports accuracy
• Ability to interpret correspondence and intended outcome accurately

Job Qualifications

• Undergraduate degree or equivalent experience
• Minimum 2 years of real-time analyst (RTA) with scheduling experience in a BPO environment
• Must be willing to work on-site (Makati, Taguig, Alabang, QC or Cebu)
• Must have – Intermediate to Advance Excel, Access, Excel dashboarding experience.
• Proficiency in workforce management tools such as NICE IEX, Aspect, and Microsoft Excel.
• Can manage huge amounts of data in Excel and use SQL in pulling queries from these Excel files
• Experience in developing dashboards, visualizations and understandable reports for the business
• Demonstrate understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence)
• Experience working in the BPO/Contact Center Industry
• Good analytical skills with experience collecting, organizing, analyzing, and disseminating abundant information with accuracy
• Excellent communication, collaboration, time/project management, problem solving, organizational, and analytical

Job Responsibilities

• Gather, analyze, review, predict, and identify trends in complex data.
• Provide analysis and interpretation for operational and business review and planning.
• Support both short-term and long-term operational and strategic business activities through analysis.
• Develop and implement recommended business solutions based on research and data analysis.
• Assist with ad hoc operational and strategic business activities through analysis and reporting.
• Review and report on key operational metrics, including volume, average handle time, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time.

Job Qualifications

• Undergraduate degree or equivalent experience
• 3+ years of experience in workforce management (WFM) supporting call centers or back office operations.
• 3+ years of experience in BPO capacity planning
• 3+ years of experience in long-term planning, financial modeling, and complex data analysis.
• 3+ years of experience managing complex operations and financial issues with divisional or companywide scope.
• With work experience in both short and long-range forecasting
• Must be open to hybrid work arrangements (Predominantly work from home) with onsite reporting as needed for training or team related matters.
• Intermediate to advanced proficiency with PC-based software programs and automated database management systems (Excel and PowerPoint).

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:

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.