This position is responsible for managing long-term & short-term forecasting and capacity planning. This position also ensures that strategic goals are met through forecast modeling, collaborative planning, effective communication, while insuring forecast alignment with strategic goals.Primary Responsibilities:Responsible for forecasting the call center staffing variables (i.e. call volume, average handle time, off-phone activities, overflow, etc.) and working with the leadership team to validate the planning assumptions and volume forecastFormulate recommendations based upon analysis, data and input from users and departmental managementMaintain a close working relationship with all departmental leadership in developing staffing strategiesAdvise Site Directors, Business Managers and Supervisors regarding balancing work volume; collaborate with managers within and across sites to balance workload between departments and sites on a regular as well as ad hoc basis, acting as an advocate for the callerPartner with Site Director regarding forecasting / planning based on actual experience and trend analyses and implement necessary tactics to achieve service targetsPartner with staff and leadership (e.g., Site Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis of reports (e.g. consolidate queues, change phone hours)Analyze, develop action plan and resolve service delivery and / or service level issuesReview Key Performance Metrics and subsequent drivers, implementing actions for improvementAdjust workforce requirements based on changing / dynamic forecasts; reforecast when necessaryCollaborate with supervisors to identify and track both planned and unplanned absencesReview forecasts on an intra - daily, weekly, monthly, and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and implement solutionsIdentify call volume trends and averages on a monthly and quarterly / seasonal (when necessary) basisEstablish and maintain communication channels regarding events that impact call and claim volumes
Required Qualifications:Graduate degreeExperience in workforce management, budget planning, analytical and/or statistical Proven track record of performance internally or externallyStrong business, operational and procedural knowledge of a call centerProven track record of leading change, driving performance, and reducing operational defectsProficiency with MS Office (e.g., Excel, Access)Technical understanding of telecom hardware (e.g., PBX, ACD, IVR)Understanding of call center planning and routing software and programming requirements (e.g., CMS modifications, vector scripting,)Knowledge of Human Resource policies and proceduresAnalytical with experience identifying root cause of defects and removing defectsStatistical analysis skillsWritten and verbal communication skillsBusiness focus to understand company's vision, mission and strategy to achieve long and short term goalsAdaptable and able to move with change while maintaining a positive attitudeDependable and consistentSuperior planning and organizational skills that effectively allocate and manage resources across the siteStrong problem solving skills that enable quick identification and efficient resolution of issuesMandatory Skills for scheduling & WFMPreferred Qualification:Graduate degree in Statistics or MathWorkforce management, budget planning, analytical and/or statistical experience in a call center environmentCareers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)Job Keywords: Associate Business Analyst, Business Analyst, WFM, Workforce, Workforce Management, Budget Planning, Capacity Planning, Budgeting, Forecasting, Short Term Forecasting, Long Term Forecasting, Call Center, Contact Center, BPO, Telecom Hardware, PBX, ACD, IVR, Gurgaon, Haryana
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.