job description
Join Optum as a Capacity Planner (WFM) and play a pivotal role in optimizing workforce efficiency and ensuring seamless operations in our dynamic call center environment. This hybrid role offers the flexibility to work from our modern offices in Bali while contributing to a global team dedicated to delivering exceptional customer service.
As a Capacity Planner, you will analyze workforce data, forecast staffing needs, and develop strategic plans to meet service level agreements. Your expertise will directly impact operational success, employee satisfaction, and customer experience. If you thrive in a data-driven environment and enjoy solving complex challenges, this is the perfect opportunity for you.
Optum is a leading global healthcare company, and this role offers a unique chance to grow your career in a supportive and innovative workplace. Apply now and be part of a team that values collaboration, excellence, and continuous improvement.
Responsibility
- Develop and maintain accurate workforce forecasts based on historical data, business trends, and seasonal patterns.
- Analyze call volume, handle times, and service level data to determine optimal staffing requirements.
- Collaborate with operations and HR teams to align staffing plans with business objectives and budget constraints.
- Monitor real-time adherence to schedules and adjust staffing levels as needed to meet service level agreements.
- Create and present reports on workforce performance, highlighting key metrics and areas for improvement.
- Implement workforce management tools and technologies to enhance efficiency and accuracy in planning.
- Conduct scenario planning to assess the impact of changes in business volume or operational strategies.
- Provide training and support to team leaders and supervisors on workforce management best practices.
Qualifications
- Bachelor's degree in Business, Mathematics, Statistics, or a related field.
- Minimum of 2 years of experience in workforce management, capacity planning, or a similar analytical role.
- Strong proficiency in workforce management software (e.g., Aspect, Verint, NICE) and Microsoft Excel.
- Excellent analytical and problem-solving skills with a keen attention to detail.
- Ability to interpret complex data and translate it into actionable insights.
- Strong communication and interpersonal skills to collaborate with cross-functional teams.
- Experience in a call center or customer service environment is highly desirable.
- Ability to work independently and manage multiple priorities in a fast-paced environment.