Workforce Representative - Multiple Locations

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

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

• Manage staffing levels to meet business needs on a day - to - day basis
• Create shift schedules in WFM system
• Ensure proper daily staffing levels to meet established metrics (e.g., performance guarantees, hours of operation, voluntary time unpaid, mandatory overtime), utilizing applicable action steps / playbooks
• Demonstrate understanding of applicable business strategies, goals, and processes as they relate to workforce management
• Demonstrate understanding of call routing processes and skill designs (e.g., holiday hours, emergencies, multi - skilling, multi - channel work requirements, etc.)
• Manage bidding processes (e.g., PTO bidding, shift bidding)
• Ensure real - time schedule adherence and skill priorities
• Ensure that employee schedules are kept up to date in NICE IEX, reflecting all daily events, vacations, absences, etc.
• Deploy / redeploy resources in real time to meet current business levels / needs (e.g., re - skilling, real - time skill management)
• Monitor attendance / schedule adherence, and take action as needed (e.g., update schedules, realign resources, notify Contact Center management of upcoming issues)
• Optimize scheduling in real time, as needed (e.g., task work, breaks, same - day PTO)
• Monitor / analyze workforce metrics / data
• Run daily reports, communicate results, and back up WFM Analysts
• Produce daily business impacting decisions or recommendations regarding staffing
• Partner with stakeholders when new agents will come onboard and create schedules based on forecast requirements
• Assist with historical data analyses of performance data to identify trends / patterns, and make appropriate recommendations (e.g., call volumes, intra - day patterns, root cause analysis)
• Utilize / support workforce management technology (Maintenance and configuration to WFM system; activity code creation/maintenance, time off rules, Web Station, etc.) to meet evolving business needs
• Educate others on the proper use of workforce management technology on an ad hoc basis
• Advise and respond to leaderships questions regarding schedules, queues, conditions, or other general aspects of WFM, provide training to new hires or other agents on WFM processes
• May act as a resource for others
• May coordinate others activities
• 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
  
  

• 1+ years of contact center experience
• 6+ months workforce management (RTA or Scheduling)
• Experienced with a fast-paced environment
• Proficient with MS Excel and Word
  
  

• Experience with NICE IEX, Genesys, PureCloud, SQL