Senior Workforce Rep - RTA Scheduler
- Optum
- 2 - 6 years
- Noida, Gurugram
- 3 months ago
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Job Description
Primary Responsibilities:
- Scope of Support: Supports the enterprise LOB (Domestic, Vendors and Partners) in close partnership with domestic WFM team. Full execution of tasks and responsibilities required by the role
- Advanced Real-Time Monitoring: Oversee real-time tracking of call volumes, agent availability, and service levels. Implement immediate adjustments to schedules and staffing to maintain SLAs. Identify and resolve complex issues affecting performance, such as system outages or unexpected call spikes. Oversee execution of Playbook Tactics, Standard Operating Procedures and Business Continuity Plans
- Strategic Scheduling: Develop and refine staffing schedules based on detailed forecasts and business needs. Adjust schedules proactively based on real-time data and long-term trends. Collaborate with senior management to align schedules with strategic goals. Facilitate and Lead Shift-Bidding and PTO-Bidding. Develop staffing model based on business needs
- In-Depth Reporting and Analysis: Generate comprehensive reports on KPIs, including call handling times, agent productivity, and schedule adherence. Conduct advanced trend analysis to forecast future staffing needs and optimize workforce planning. Provide strategic insights and recommendations to improve overall efficiency and performance. Host and facilitates IDP meeting with Operations, WFM and WFP team
- Leadership and Collaboration: Lead cross-functional teams to ensure seamless workforce management. Communicate real-time updates and strategic changes to stakeholders. Participate in high-level meetings to discuss performance metrics and strategic initiatives. Onboards New Hire on Program Specifics
- Accuracy and Attention to Detail: Ensure all data and reports are accurate and up-to-date. Double-check schedules and real-time adjustments to avoid errors
- Proactive Problem Solving: Anticipate potential issues and address them before they impact performance. Develop contingency plans for common problems such as high call volumes or system outages
- Effective Communication: Maintain clear and open communication with team members and stakeholders. Provide timely updates and feedback to ensure everyone is informed and aligned
- Continuous Improvement: Stay updated on industry best practices and new technologies in workforce management. Regularly review and refine processes to enhance efficiency and effectiveness. Be an ambassador of continuous growth by sharing best practices and learning materials to the team
- Compliance and Ethics: Adhere to company policies and industry regulations. Adhere to established Standard Operating Procedures, Playbook Tactics agreed upon with Operation Partners and Business Continuity Plans. Ensure schedules and staffing models are in compliance with the laws, policies and guidelines that applies to the geo-specific of the employees. Maintain confidentiality and handle sensitive information with care
- Innovation: Develop, introduce and adapt new idea or approach that bring positive change and improvement to the businesses we support. Generate reports that will create visibility to help support and better manage LOBs
- Leadership: Provides support and answers to areas of expertise. Ensure all stakeholders are involved in decision-making. Serves as Point Of Contact in the absence of the Supervisor.
- 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:
- High school education or equivalent experience
- Experienced in utilizing back-office or call center transaction systems for production tracking
- Experience in communicating with VPs and Directors to provide performance updates and recommendations
- Experience leading medium-sized projects and understanding MS Access queries
- Familiarity with maintaining automated work routing applications and scheduling tools
- Proficiency in Tableau for creating ad hoc reports and data visualization
- Proficiency in MS Excel with over a year of experience manipulating data sets, including conducting VLOOKUPs, generating pivot tables and graphs, and utilizing standard formulas and functions
- Proficient in SQL Server, MS Access, and Tableau Dashboard, with over a year of experience in data handling and analysis
- Intermediate proficiency in MS Word and MS PowerPoint
- Proven skilled in analyzing data from diverse sources for trend identification and anomaly detection, with more than a year of experience in issue resolution
- Proven solid verbal and written communication skills, with a proven track record of effectively presenting data analysis, work direction, and performance concerns
- Proven adaptable and positive attitude towards change, with flexibility to work varied schedules
- Proven background in capacity modeling, six sigma/process improvement, or project management
Job Classification
Industry: RetailFunctional Area / Department: ConsultingRole Category: Management ConsultingRole: Sr. ConsultantEmployement Type: Full timeContact Details:
Company: OptumLocation(s): Noida, Gurugram+ View Contact
Keyskills: project management ms access sql server tableau data handling mainframes six sigma data analysis ms project dbms workforce management control-m sql salesforce jcl spufi cobol changeman cics file-aid vsam unix project planning wfm
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Optum
About: OptumInsight India Pvt Ltd, a UnitedHealth group company is a leading health services and innovation company dedicated to help make the health system work better for everyone. With more than 115,000 people worldwide, Optum combines technology, data and expertise to improve the delivery, ...
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