Workforce Supervisor

Workforce Supervisor

Optum, a UnitedHealth Group Company
Central Visayas Metro Manila / NCR
5-8 years
50000 - 70000 PHP

Job Description

Responsibilities :
  • Use workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments
  • Demonstrate understanding of applicable business strategies, goals, and processes as they relate to workforce management
  • Demonstrate understanding of call routing processes and skill designs (e.g., holiday hours, emergencies, weather, troubleshooting of misrouted calls)
  • Forecast call volumes and resource needs based on historical data/metrics and current trends (e.g., membership composition/benefits changes, upcoming events, healthcare reform changes, online tool changes, seasonality)
  • Ensure proper staffing levels to meet contractual obligations and established metrics (e.g., performance guarantees, hours of operation, voluntary time unpaid, mandatory overtime), utilizing applicable action steps/playbooks
  • Demonstrate understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence)
  • Perform real-time analyses of performance data and respond appropriately (e.g., monitor intra-day activities, adjust schedules, perform trend analyses)
  • 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)
  • Utilize call center tools to observe agents actual state compared to agents 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.
  • Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
  • Support the preparation of ad hoc analysis that enables strong understanding of the business
  • Provide training on report, dashboard and package development to team members and management as needed
  • 5+ years of workforce management experience (i.e. responsible for scheduling, call volume monitoring and adjusting, determining and communicating work schedules and resources for call queues, consulting with call operations, etc)
  • Experience managing a scheduling team is a must
  • 1-3+ years of team lead/supervisory experience
  • 3-5+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, and/or Blue Pumpkin
  • Intermediate level of Microsoft Office experience
  • Ability to work a flexible schedule, including weekends
  • 2+ years of operations experience
Location: Can be assigned to any sites
Shift: Night Shift

Job Details

Company Profile
Are you ready to rev up your life Optum, a UnitedHealth Group, business is ready for you. Our incredible global growth has been built by people with a singular focus on helping millions live healthier lives and an intense love of achievement. Our future is everywhere including our robust operations in the Philippines. We offer the global reach, resources, and can-do culture of a Fortune 7 company. It is time to learn more and start doing your life’s best work. (SM)

Careers at Optum, a UnitedHealth Group company

If you’re going to change careers, why not look for an employer that’s out to change everything If you have that kind of appetite for change, Optum is the right place for you. As part of the growing UnitedHealth Group family of businesses, we’re driving innovation and change all over the world. That’s creating opportunity right here in the Philippines for people with energy, passion and a focus on quality. We’re driven to help people live healthier lives and to help make the health care system work better for everyone. We want to make a difference and that makes this the one job opportunity that can change everything for you.

As part of UnitedHealth Group, a Fortune 7 company, Optum is a leading health services and innovation company dedicated to help people live healthier lives and help make the health system work better for everyone. With more than 189,000 people collaborating worldwide and over 14,000 employees in the Philippines, Optum combines people, technology, data and action to improve the delivery, quality and efficiency of health care.

This work takes all of your commitment, skills, passion and energy. That’s why we rely on a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation and performance serve as a foundation to transform health care.

Are you in Learn more about careers at Optum:

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity 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. © 2020 Optum Global Solutions (Philippines) Inc. All rights reserved.

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