Deskripsi Pekerjaan
Optum is seeking a highly analytical and strategic Capacity Planning Specialist to join our dynamic team in Metro Manila. In this pivotal role, you will be responsible for forecasting workforce needs and optimizing resource allocation to ensure seamless operations across our contact center. We are looking for a detail-oriented professional who can analyze trends and build robust models to support our growth and enhance service delivery.
Our ideal candidate will have a strong background in data analysis and a passion for improving operational efficiency. You will work closely with leadership to drive decision-making and ensure we meet our business objectives. Join us in making a difference in healthcare solutions and enjoy the flexibility of our hybrid work environment.
Tanggung Jawab
- Develop and maintain accurate capacity planning models to forecast staffing requirements based on business needs.
- Analyze historical data and trends to predict call volume, service demand, and peak periods.
- Collaborate with operations managers to align workforce plans with organizational goals and service level targets.
- Monitor real-time performance metrics and adjust schedules proactively to mitigate bottlenecks.
- Prepare detailed reports and presentations for senior leadership regarding capacity utilization and forecasting accuracy.
- Identify potential operational risks and recommend strategic solutions to optimize resource distribution.
- Conduct regular audits of staffing levels to ensure optimal productivity and cost-efficiency.
Kualifikasi
- Bachelor’s degree in Business Administration, Statistics, Mathematics, or a related field.
- Minimum of 3-5 years of experience in capacity planning, workforce management, or a similar analytical role.
- Proficiency in MS Excel (advanced functions) and workforce management software (e.g., Calabrio, Nice, Verint).
- Strong analytical skills with the ability to interpret complex datasets and translate them into actionable insights.
- Excellent communication and interpersonal skills to effectively collaborate across departments.
- Experience within the Call Center or Customer Service industry is highly preferred.