Workforce Real Time Analyst | HYBRID!

Real Time Analyst is responsible for managing process delivery Interval/Daily/Weekly and Monthly level, this position considerably contributes to top line and bottom line for the process. Individual should be able to manage Real Time Management for multiple businesses/ processes, manage schedule adherence, shrinkage & breaks, publish intraday report showcasing stats and the health of the business.

JOB RESPONSIBILITIES:

• 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

QUALIFICATIONS:

• Undergraduate degree or equivalent experience
• Must be willing to work on-site; First 2-3months RTO (Makati, Taguig, Quezon City, Alabang or Cebu) 
• At least 1 year of experience in reporting and analytics
• Must have – Intermediate to Advance Excel, Access, Excel dashboarding experience.
• Proficient in using SQL, OBIEE, Tableau, Power BI, Python.
• 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 skills.

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.