Deskripsi Pekerjaan
Are you an analytical professional looking to optimize workforce performance in a dynamic healthcare environment? Optum is seeking a talented Real-Time Analyst & WFM Scheduler to join our growing team in Metro Manila. In this hybrid role, you will be the strategic driver behind our scheduling operations, ensuring that our agents are in the right place at the right time to meet customer needs.
As a key member of our workforce management team, you will utilize advanced data analytics to monitor real-time call volumes, adjust staffing levels dynamically, and forecast future demand. Your expertise will directly impact our service levels, agent utilization, and overall operational efficiency. You will collaborate closely with management to design efficient schedules that balance business requirements with employee well-being.
This is an excellent opportunity for candidates with 2+ years of experience in BPO workforce scheduling to advance their career with a leading global organization. If you have a keen eye for detail and a passion for process improvement, we want to hear from you.
Tanggung Jawab
- Monitor real-time staffing metrics and call volume trends to make immediate scheduling adjustments.
- Create and maintain accurate weekly and daily schedules for the contact center workforce.
- Analyze historical and real-time data to forecast call volumes and staffing requirements.
- Prepare and present daily/weekly performance reports to management.
- Collaborate with recruitment to manage agent intake and onboarding timelines.
- Identify and resolve scheduling conflicts, overtime issues, and attrition trends.
- Ensure compliance with labor laws and company policies within the schedule.
Kualifikasi
- Minimum of 2 years of experience in workforce management, scheduling, or a BPO environment.
- Proficiency in using WFM tools such as Calabrio, Nice InContact, or Genesys.
- Strong analytical skills with the ability to interpret complex data sets.
- Bachelor's degree in Business Administration, Operations, or a related field.
- Advanced proficiency in Microsoft Excel and PowerPoint.
- Excellent communication skills and the ability to work effectively in a hybrid setting.
- Strong problem-solving abilities and attention to detail.