job description
Join Optum as a WFM Real-Time Analyst & Scheduler and play a pivotal role in optimizing workforce efficiency in our dynamic BPO environment. Based in the vibrant locations of Bali, you will be responsible for real-time monitoring, forecasting, and scheduling to ensure seamless operations and exceptional service delivery. This role is perfect for analytical professionals with a passion for workforce management and a drive to enhance operational excellence.
At Optum, we empower our teams with cutting-edge tools and a collaborative culture. As a WFM Real-Time Analyst, you will work closely with cross-functional teams to align staffing levels with business demands, ensuring optimal productivity and customer satisfaction. If you thrive in a fast-paced environment and have a keen eye for detail, this is your opportunity to make a significant impact in a global organization.
Responsibility
- Monitor real-time adherence to schedules and make adjustments to ensure optimal staffing levels.
- Analyze workforce data to forecast staffing needs and recommend improvements.
- Develop and maintain efficient scheduling models to meet service level agreements (SLAs).
- Collaborate with operations teams to address staffing gaps and resolve scheduling conflicts.
- Generate reports on workforce performance, adherence, and productivity metrics.
- Implement strategies to reduce operational costs while maintaining high service quality.
- Provide insights and recommendations to leadership based on workforce analytics.
- Ensure compliance with company policies and industry regulations in workforce management.
Qualifications
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Minimum of 2 years of experience in workforce scheduling within a BPO or contact center environment.
- Proficiency in workforce management (WFM) software and tools.
- Strong analytical skills with the ability to interpret complex data sets.
- Excellent communication and interpersonal skills for cross-functional collaboration.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Knowledge of call center operations and customer service metrics.
- Certification in workforce management (e.g., SWPP) is a plus.