WFM Real-Time Analyst & Scheduler

Job Responsibilities

• Analyzes and investigates

• Provides explanations and interpretations within area of expertise

• 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)

• Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences (e.g., agents, management)

• Communicate findings of data analyses and recommendations to appropriate stakeholders (e.g., presentations)

• Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, NOC, Planning/ Forecasting)

• 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

 Job Qualifications

• Undergraduate degree or equivalent experience

• Minimum 2 years of scheduling experience and real-time analyst (RTA) with in a BPO environment

• Must be willing to work on-site (Makati, Taguig, Alabang, QC or Cebu) 

• Must have – Intermediate to Advance Excel, Access, Excel dashboarding experience.

• Proficiency in workforce management tools such as NICE IEX, Aspect, and Microsoft Excel.

• 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

• Must be amenable to work in Makati, Alabang, Quezon City, Cebu, Davao

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:

• Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.

• UnitedHealth Group is a health care and well-being company with a mission to help people live healthier lives and help make the health system work better for everyone.

• We’re a leading health solution and care delivery organization. Our work is complex, but our mission is simple: create a healthier world, with you at the center.

• As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world.

• Elevate your career with a leading health care company while improving lives.

Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that’s dedicated to Caring. Connecting. Growing together.