Deskripsi Pekerjaan
Join Optum's dynamic team as a Scheduler & Capacity Planner and drive operational excellence in our healthcare call center operations. This hybrid role offers the flexibility to work remotely while collaborating with cross-functional teams to optimize resource allocation and ensure seamless service delivery. You'll leverage your expertise in GAX (Genesys Administrator Ext) and Pulse Outbound Dialer to manage complex scheduling workflows, analyze call volume trends, and develop capacity strategies that meet business objectives. If you're passionate about improving efficiency through data-driven decision-making and have a proven track record in scheduling environments, this opportunity offers competitive compensation of up to ₱80K and career growth within a global healthcare leader.
Tanggung Jawab
- Develop and maintain optimal call center schedules using GAX (Genesys Administrator Ext) and Pulse Outbound Dialer
- Analyze historical and real-time call volume data to forecast staffing requirements
- Ensure compliance with service level agreements through strategic capacity planning
- Collaborate with department leads to adjust schedules based on operational needs
- Generate capacity reports and performance metrics for leadership review
- Implement scheduling best practices to improve agent utilization and operational efficiency
- Monitor system performance and troubleshoot scheduling-related technical issues
Kualifikasi
- Minimum 2+ years of experience as an RTA (Real-Time Analyst) or scheduler
- Hands-on expertise with GAX (Genesys Administrator Ext) and Pulse Outbound Dialer
- Strong analytical skills with experience in capacity planning and forecasting
- Proficiency in call center metrics (ASA, AHT, SLA, FTE)
- Ability to work in fast-paced environments with competing priorities
- Excellent problem-solving and decision-making capabilities
- Strong communication skills for cross-functional collaboration
- Bachelor's degree in Business, Operations, or related field preferred