Senior Workforce Representative
UnitedHealth Group
- Makati City, Metro Manila
- Permanent
- Full-time
- Generate Performance Dashboards and specific KPI reports and analysis to identify trends/patterns, for performance monitoring of stakeholders (e.g., Service Level, Contact volumes, Average Handling Time, etc.)
- Gather and publish reports for workforce metrics/data ((e.g., Service Level, Contact volumes, AHT, Adherence, etc.) and/or other Operational metrics, to applicable audiences (internal and external customers)
- Collaborate with different stakeholders to review current performance data and identify opportunities (e.g. Other Workforce Management teams,
- Operations Leadership, etc.) through reporting, analysis and visualizations.
- 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
- College Graduate/Undergraduate degree or equivalent experience
- At least 2 to 3 years of experience in reporting and analytics
- Advanced MS Excel (advanced formulas, Power Query, Power Pivot etc.) + VBA Macros Coding, Proficiency in SQL, Power BI
- Experience working in the BPO/Contact Center Industry
- Experience in building performance dashboards and KPI reports from scratch in MS Excel and Power BI
- Create visualizations/data storytelling and analysis for supported business/es
- Can apply large data in Excel and Power BI; and able to use SQL queries from different data sources and connect to reports
- Demonstrate understanding of applicable performance metrics and data (e.g., Service Level, AHT, ASA, Contact volumes, Adherence, Shrinkage, etc.)
- Good analytical skills with experience collecting, organizing, analyzing, and publishing reports with accuracy and timeliness
- Good time/project management, problem solving and analytical skills.
- Proficiency in Tableau and SSRS, SSIS