Workforce Analyst - Taguig City, NCR

Workforce Analyst - Taguig City, NCR

UnitedHealth Group
Not Specified
Not Specified

Job Description



If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm)
Positions in this function include those responsible for research and development projects. They collect and interpret research and analyses of markets, trends, competitors, products and services for use in operational business planning/decisions and strategic planning/decisions. May direct research grants, research projects and involvement with academic studies.
Primary Responsibilities:
  • Analyzes and investigates
  • Provides explanations and interpretations within area of expertise
  • 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:
  • Undergraduate degree or equivalent experience
  • Demonstrate understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees,abandon rates, call defect rates, adherence)
  • Ability to perform real-time analyses of performance data and respond appropriately (e.g., monitor intra-day activities, adjust schedules,perform trend analyses)
  • Ability to perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., callvolumes, intra-day patterns, root cause analysis)
  • Ability to gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences(e.g., agents, management)
  • Ability to communicate findings of data analyses and recommendations to appropriate stakeholders (e.g., presentations)
  • Ability to collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations,
  • NOC, Planning/ Forecasting)

At Optum, part of the UnitedHealth Group family of businesses, it's excellence we're after from the top down. We have resources like you've never seen before to help us shape the change sweeping our industry. Join us and you can be one of them. You'll discover it's an opportunity to do 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. © 2021 Optum Global Solutions (Philippines) Inc. All rights reserved.

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