Job description
Optum, a leader in healthcare solutions, is seeking a dynamic Real Time Analyst and Scheduler to join our team in Makati City, Metro Manila. As a key member of our workforce management group, you will play a pivotal role in ensuring operational efficiency and an exceptional customer and employee experience. If you have a keen eye for detail, solid analytical skills, and a passion for supporting large-scale customer service operations, we want to hear from you!
At Optum, we believe in fostering a positive work environment that values teamwork, skill development, and career growth. This is a fantastic opportunity to advance your career in workforce management with a globally recognized organization. Make your impact by helping us deliver excellence every step of the way.
Responsibility
- Monitor real-time call volumes, service levels, and agent adherence using advanced workforce management tools.
- Develop, update, and optimize agent schedules to ensure efficient coverage for all shifts and client commitments.
- Provide proactive recommendations and actionable insights to operations leaders for effective resource deployment.
- Analyze call center performance metrics and generate timely reports to identify gaps or improvement opportunities.
- Respond quickly to unforeseen fluctuations in call volume by re-forecasting schedules and facilitating rapid adjustments.
- Coordinate with different departments to manage staffing requirements for special projects or campaigns.
- Maintain accurate documentation of shift changes, schedule exceptions, and real-time escalations.
- Assist in the implementation and continuous improvement of workforce management processes and best practices.
Qualification
- Bachelor’s degree in any field, preferably in Business, Mathematics, Statistics, or a related discipline.
- Minimum 1 year experience in workforce management, scheduling, or real-time analysis in a call center environment.
- Proficient with workforce management software (e.g., NICE, Verint, Aspect) and MS Excel.
- Strong analytical and problem-solving skills, with attention to accuracy and details.
- Excellent communication skills, able to collaborate effectively with multiple teams and stakeholders.
- Ability to work in a fast-paced environment and adapt to changing priorities and business needs.
- Flexible to work on shifting schedules, weekends, and holidays as required.
- Proactive attitude, with a continuous drive for process improvement and operational excellence.