UnitedHealth Group Associate Business Analyst - Forecaster - Taguig City, NCR in Taguig City, Philippines
We'll put you in the driver's seat on vital projects that have strategic importance to our mission of helping people lead healthier lives.
Yes, we share a mission that inspires.
We need your organizational talents and business discipline to help fuel ours.
It's the opportunity to do your life's best work.(sm) This position is responsible for managing long-term & short term forecasting and capacity planning, ensuring that strategic goals are met through forecast modeling, collaborative planning, effective communication, while insuring forecast alignment with strategic goals.
Primary Responsibilities: Forecast the call center staffing variables (i.e.
call volume, average handle time, off-phone activities, overflow, etc.) and working with the leadership team to validate the planning assumptions and volume forecast Formulate recommendations based upon analysis, data and input from users and departmental management Maintain a close working relationship with all departmental leadership in developing staffing strategies Advise Site Directors, Business Managers and Supervisors regarding balancing work volume; collaborate with managers within and across sites to balance workload between departments and sites on a regular as well as ad hoc basis, acting as an advocate for the caller Partner with Site Director regarding forecasting / planning based on actual experience and trend analyses and implement necessary tactics to achieve service targets Partner with staff and leadership (e.g., Site Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis of reports (e.g.
consolidate queues, change phone hours) Analyze, develop action plan and resolve service delivery and / or service level issues Review Key Performance Metrics and subsequent drivers, implementing actions for improvement Adjust workforce requirements based on changing / dynamic forecasts; reforecast when necessary Collaborate with supervisors to identify and track both planned and unplanned absences Review forecasts on an intra - daily, weekly, monthly and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and implement solutions Identify call volume trends and averages on a monthly and quarterly / seasonal (when necessary) basis Establish and maintain communication channels regarding events that impact call and claim volumes Required Qualifications: Graduate Degree At least 5 years of experience in Workforce Management 2 years of experience in capacity planning, forecasting, budgeting & scheduling Technical understanding of telecom hardware (e.g., PBX, ACD, IVR) Understanding of call center planning and routing software and programming requirements (e.g., CMS modifications, vector scripting) Proficiency with MS Office (e.g., Excel, Access) Knowledge of Human Resource policies and procedure Proven track record of performance internally or externally Proven track record of leading change, driving performance, and reducing operational defects Strong business, operational and procedural knowledge of a call center Analytical with experience identifying root cause of defects and removing defects Statistical analysis skills Written and verbal communication skills Business focus to understand company's vision, mission and strategy to achieve long and short term goals Adaptable and able to move with change while maintaining a positive attitude Dependable and consistent Superior planning and organizational skills that effectively allocate and manage resources across the site Strong problem solving skills that enable quick identification and efficient resolution of issues Highly respected individual with ability to influence others and build strong relationships Preferred Qualifications: Degree in Statistics or Math Experience in workforce management, budget planning, analytical and/or statistical experience in a call center environment 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 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.
© 2017 Optum Global Solutions (Philippines) Inc.
All rights reserved.
Job Keywords: Associate Business Analyst, Business Analyst, Business Analysis, Forecaster, Forecasting, Scheduler, Scheduling, Capacity Planning, Budgeting, WFM, Workforce Management, PBX, ACD, IVR, CMS, Vector Scripting, Call Center, BPO, Business Process Outsourcing, Night Shift, Taguig City, NCR, National Capital Region c7202d41-59b8-49e3-9335-da19b53d895e
Associate Business Analyst - Forecaster - Taguig City, NCR Philippines-Taguig City 733918