Positions in this function are responsible for all planning, scheduling, real-time monitoring and management of staffing levels and adjusting as necessary. Responsible for analyzing, implementing and monitoring workforce planning initiatives to optimize and scale the evolving workforce with short and long-range plans. Collaborates with business leaders, Finance and other stakeholders to review existing and future workforce needs and ensure alignment with business objectives and financial goals. Collects, interprets and evaluates workforce metrics to provide data driven insights for internal and external talent pool assessments, headcount reviews, forecasting and business scenario planning. Delivers value through actionable insight addressing operation workforce risks and opportunities. Work is frequently completed without established procedures.
Primary Responsibilities:
- May act as a resource for others
- May coordinate others' activities
- Analyzes and investigates
- Provides explanations and interpretations within area of expertise
- Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, root cause analysis)
- Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences (e.g., agents, management)
- Communicate findings of data analyses and recommendations to appropriate stakeholders (e.g., presentations)
- Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, NOC, Planning/ Forecasting)
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
- Undergraduate degree or equivalent experience
- 2+ years of experience in Workforce Management - Real time analyst/Scheduler
- Work experience within own function
- Experience in developing dashboards, visualizations and understandable reports for the business
- Experience working in the BPO/Contact Center Industry
- Intermediate to Advance Excel, Access, Excel dashboarding experience. WFM tools: Genesys, IEX
- Understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence)
- Proficient in using SQL, OBIEE, Tableau, Power BI, Python
- Proven ability to work independently
- Proven ability to manage huge amounts of data in Excel and use SQL in pulling queries from these Excel files
- Proven good analytical skills with experience collecting, organizing, analyzing, and disseminating abundant information with accuracy
- Proven excellent communication, collaboration, time/project management, problem solving, organizational, and analytical skills
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves 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.
Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.
Top Skills
What We Do
We’re the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare. We’re a global organization that’s evolving health care so everyone can have the opportunity to live their healthiest life. With our hands across all aspects of health, we'll provide you with a rewarding career that enables you to grow in the directions that best fit your passions. This is your opportunity to be part of a team that’s dedicated to Caring. Connecting. Growing together.
Our global technology team consists of more than 30,000 innovators from around the world passionate about using technology to improve the lives of people and communities. We are modernizing the health care system through modern analytics, comprehensive clinical expertise, innovative technologies and extensive experience in improving operational and clinical performance.
As part of our team, you will be provided opportunities to channel your curiosity into initiative, working alongside distinguished engineers and developers pursuing innovations that improve the health care experience for everyone. We encourage you to dive in, explore and ask questions about creative ways to use technology to help make the health care system work like an actual system.
Gallery
Optum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Optum has three workplace models that balance the needs of the business, the responsibilities of a job, and your preference for more flexibility. These models are core on-site 5 days/week, hybrid 3 day/s week and telecommute or fully remote.
