**Número de la requisición**: 2035092 **Categoría de la vacante**: Gestión Operaciones de negocio **Ubicación**: Bogotá, Distrito Capital de Bogotá Trabajos con UnitedHealth Group Estamos creando oportunidades en cada rincón del mercado de salud para mejorar vidas mientras construimos carreras. Y eso significa oportunidades de crecimiento profesional continuo para usted. Mientras le apoyamos con las últimas herramientas, capacitación avanzada y la fuerza unida de los compañeros de trabajo de alto calibre, usted puede continuar siguiendo el camino **del mejor trabajo de su vida. **SM** The more the healthcare system changes, the more certain values count. Like quality, patient-centered care, compassion and a dedication to go the extra mile. As part of the Optum team, you will assist our clients' requirements in the United States. Developing different skills in a variety of settings. You'll gain a deep sense of satisfaction knowing that you're helping to create a more efficient and effective healthcare system for all. **Education**: - Professional, graduated in any field. - Knowledge of MS Office (MS Excel, MS Word, PowerPoint) - WFM tools Verint, IEX, Avaya reports, etc. - Knowledge of tools such as Power BI, Tableau - English Proficiency, at a Professional or advanced level **Experience**:+10 years of experience in WFM positions within the BPO industry. This position is responsible for managing internal, daily, weekly and monthly process statistics. This position contributes significantly to the processes. The individual should be able to manage the team of individuals (RTA, schedulers, planners and MIS) and be able to contribute individually in managing scheduling and real time for multiple businesses, manage adherence, shrinkage and breaks, publish intraday, WTD, MTD reporting display statistics and business health. **Main Responsabilities**: - Manage process delivery team not limited to RTA's but may also include scheduling and planning. - Manage and design KRA's for the team to align with the overall process requirement. - Directly responsible for maintaining internal and external stakeholder relationships. - Manage service level, and abandonment, cutoffs, schedule adherence and breaks. - Needs to be well versed with scheduling and planning and forecasting methodology. - Needs to have experience in WFM and ACD tools such as IEX, Verint, Aspect, Avaya CMS, Nortel, Genesys etc. - Creation and execution of scheduling for processes and escalation of deviation to Operations. - Initiate proactive performance related alerts, intraday publishing reports. - Inform Operations of mitigation plans, handle exceptions. - Perform all other duties inherent to your position and/or assigned by your immediate manager. Careers with Optum. Here's the idea. We build an organization, around one big goal; to make the health system work better for everyone. So whether it's how we use the vast amount of health information that has been universally accumulated, or how we guide health or lifestyle decisions, or how we manage pharmaceutical benefits for millions of people, our first goal is to leap beyond the status quo and discover new ways to serve people. Optum, part of the UnitedHealth Group family of businesses, brings together the brightest minds and pioneering ideas about where the health system should go to achieve its greatest potential. Which for you means working in highly productive teams that tackle the most sophisticated problems that really matter. Optum, incredible ideas in an incredible company and a unique opportunity to do the best work of your life.sm Key words: WFM, Workforce, Managemente, Planning, Scheduling, Reporting, Strategy, Bogota, Colombia. Información adicional sobre la vacante **Número de la requisición** 2035092 **Segmento de negocio** Optum Global Advantage **País** CO **Vacante de teletrabajo** No