Senior Workforce Management Manager
hace 2 semanas
At Optum we're creating a healthier world, one insight, one connection, one person at a time.
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives.
The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best.
Come make an impact on the communities we serve as we help advance health equity on a global scale.Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and
your life's best work.
As a
Senior Workforce Management Manager , you will be responsible for managing the expanding scope for WFM and ensuring we have the capability to answer incoming volume on our services and meet our customer ' s needs.
You will play a key role within our company by
managing daily, weekly and monthly processes statistics such as adherence, shrinkage, WTD and MTD reporting, leading a team (RTA, schedulers, planners) in the scheduling, planning and forecasting for multiple businesses.
Responsibilities
- Manage process delivery team (RTA's, schedulers, planners)
- Support WFM team in the execution of daily plans to meet Service Level Agreements, capacity needs, and workflow management for internal and vendor business units.
- Manage service level, and abandonment, cutoffs, schedule adherence and breaks.
- Creation and execution of scheduling for processes and escalation of deviation to Operations.
- Initiate proactive performance related alerts and intraday publishing reports.
- Inform Operations of mitigation plans.
- Oversee and drive efficacy of consistent tools, process and methodology to ensure the accuracy of workforce planning models.
- Anticipate customer needs and proactively identify solutions.
Qualifications
- 7+ years of experience in WFM positions within the BPO industry.
- 5+ years of experience as WFM Manager.
- Bachelor's degree in any field.
- Must be well versed with scheduling, planning and forecasting methodology.
- Must have IEX (NICE) system proficiency.
- Proficiency in WFM tools: such as Lighthouse, Genesys, Bluepumpkin, Avaya CMS, Verint, etc.
- MS Office proficiency (MS Excel, MS Word, PowerPoint)
- Knowledge of SQL, Power BI, Access and/or Tableau.
- Advanced English Proficiency.
Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged, and high-performing teams to help solve important challenges.
- At Optum, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyoneof every race, gender, sexuality, age, location, and incomedeserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission. _
- Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law._
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