Role Overview:

The Workforce Capacity Planner is responsible for scheduling, monitoring staffing levels, and making necessary adjustments. This role involves analyzing, implementing, and overseeing workforce planning initiatives to optimize and scale the workforce with both short-term and long-term plans. The planner collaborates with business leaders, Finance, and other stakeholders to review current and future workforce needs, ensuring alignment with business objectives and financial goals. They collect, interpret, and evaluate workforce metrics to provide data-driven insights for talent pool assessments, headcount reviews, forecasting, and business scenario planning, while also reviewing processes and monitoring plan effectiveness.

Key Responsibilities:

• Gather, analyze, review, predict, and identify trends in complex data.
• Provide analysis and interpretation for operational and business review and planning.
• Support both short-term and long-term operational and strategic business activities through analysis.
• Develop and implement recommended business solutions based on research and data analysis.
• Assist with ad hoc operational and strategic business activities through analysis and reporting.
• Review and report on key operational metrics, including volume, average handle time, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time.

Qualifications:

• 4+ years of experience in workforce management (WFM) supporting call centers or back office operations.
• 3-5 years of experience in BPO capacity planning and forecasting, with at least 2 years in scheduling.
• With work experience in both short and long-range forecasting
• Possesses leadership skills and experience in people management
• 3+ years of experience in long-term planning, financial modeling, and complex data analysis.
• 3+ years of experience managing complex operations and financial issues with divisional or companywide scope.
• Intermediate to advanced proficiency with PC-based software programs and automated database management systems (Excel and PowerPoint).
• Must be open to hybrid work arrangements (Predominantly work from home) with onsite reporting as needed for training or team related matters.

WHO WE ARE:

• Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.
• UnitedHealth Group is a health care and well-being company with a mission to help people live healthier lives and help make the health system work better for everyone.
• We’re a leading health solution and care delivery organization. Our work is complex, but our mission is simple: create a healthier world, with you at the center.
• As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world.
• We’re a diverse team with operations across North America, South America, Europe, Asia Pacific and the Middle East. This includes our over 25,000 employees in the Philippines.
• Elevate your career with a leading health care company while improving lives.

Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that’s dedicated to Caring. Connecting. Growing together

Please refer to job description.