Business Analyst - Wfm Short Term Planner - Taguig City, Ncr (878312)

Business Analyst - Wfm Short Term Planner - Taguig City, Ncr (878312)
Company:

Optum Global Solutions


Business Analyst - Wfm Short Term Planner - Taguig City, Ncr (878312)

Details of the offer

Business Analyst - WFM Short Term Planner - Taguig City, NCR (878312)

Position Description
Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doingyour life's best work.(sm)
Primary Responsibilities:

Work hand in hand with the rest of the WFM team to ensure we have the right people at the right place at the right time at all times to deliver to the service level goal

Collaborate with stake holders to meet specific demand without jeopardizing service level and cost per call performance

Role has a special requirement of performing capacity planning and scheduling tasks through intensive resource and capacity tracking to identify the best time to trim down or drive staffing up

Another expected output for the role is to translate all data feeds from capacity plan to the most efficient and effective shift schedule patterns factoring in call arrival patterns and other assumptions

Work closely with the WFM Scheduling Admin to ensure all staffing plans will be ready in terms system access and profile readiness

Provide analysis on staffing turn out, what drove actual staffing vs planned and adjust recommendation according to trend

There will be some reports to be assigned to the analyst which are critical to perform his/her duties

There will instance that the analyst will be asked to gather data and create report to support staffing analysis and recommendation

Analyst is expected to factor in all pre planned off phone requirement such as coaching, team meeting, trainings, etc. in schedule recommendation

Analyst will be responsible in making sure that these pre planned activities are in the system ahead of time, following the set timeline

Mailbox Management:

Care for all mail inquiries and request related to scheduling and short term planning

Ensure that all entries coming in to the mailbox are addressed within the TAT (24hrs)

Intraday Management:

Though main role is to bridge the gap between forecasting and scheduling, the role will still require regular intraday management support

Generate daily Intraday Staffing projection and provide recommendation and guidance to operations on what needs to be done to address staffing gaps and overages

Ensure that daily staffing are optimized by adjusting breaks, lunch, and other off phone activities as needed

Take the lead in activating Queue level codes to share or alert the leadership team on the status of the queue and service level performance

Alerting the leadership team of queue spikes and service level drops

Take the lead in investigating on what's causing AHT and Volume challenges

Call out Non adherent CSR's

There will be instances that the role will be asked to participate to some ADHOC tasks by our stakeholders which is in line in driving the business performance

Required Qualifications:

2+ years of Workforce Management experience (experience in scheduling, capacity planning, call volume monitoring and adjusting, determining and communicating work schedules and resources for call queues, consulting with call operations, etc.)

2+ years of experience in Intraday Management

2+ years of experience in business/finance including analysis experience with a solid understanding of data storage structures

Experience in analysis of business process and workflow and providing an evaluation, benchmark and/or process improvement recommendations

Preferred Qualifications:
Bachelor's degree in Business, Finance, Health Administration or related field

Experience with PC-based software programs and automated database management systems (Excel, Access, PowerPoint, SAS, SQL, etc.)

At Optum, part of the UnitedHealth Group family of businesses, you'll work with an elite team that has the creativity and passion to stay ahead of constant change. This is a challenging role that creates an opportunity to grow and develop while doingyour life's best work.(sm)
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 doyour life's best work.(sm)
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.
Job Keywords: Business Analyst, Business Analysis, WFM Short Term Planner, Workforce Management, WFM, Intraday Management, Taguig City, NCR, National Capital Region


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