Carelon Global Solutions Philippines

Planner

• Perform real-time analysis to ensure service levels are met
• Monitor call volume demand in real time and flex workforce accordingly
• Maximize call center utilization and service levels
• Monitor call volume and average speed of answer (ASA) and adjust schedules
• Design and manage staff scheduling systems for short-term future needs
• Develop shift requirements and paid time off (PTO) planning
• Distribute staff to meet projected call volumes
• Analyze historical call-arrival patterns, variance, and seasonality
• Use shift schedule templates to determine shifts
• Create shift schedules in the WFM system
• Develop priority rules governing shift assignments
• Establish scheduling resources and monitoring systems for schedule administration, communication, and performance tracking

WFM Planner, Forecaster

Program Manager

• Provide day-to-day program leadership for the Member Orchestration Initiative
• Manage program execution, governance, timelines, risks, issues, dependencies, decisions, milestones, and deliverables
• Maintain integrated program plans, status reports, RAID logs, action trackers, and executive-ready updates
• Drive meeting cadence, agendas, follow-ups, and escalation paths for cross-functional stakeholders
• Own business case refreshes as assumptions, costs, benefits, timing, scope, and delivery plans evolve
• Partner with Finance, business owners, and Transformation Office stakeholders to validate business case inputs
• Translate financial and operational information into leadership-ready materials, including risks, tradeoffs, and decision points
• Maintain version control, assumptions documentation, and auditable business case change records
• Define and manage value realization tracking against committed benefits and target outcomes
• Validate realized value, identify gaps, and document supporting evidence with initiative owners
• Maintain value realization trackers, dashboards, benefit definitions, and leadership reporting cadence
• Surface value-capture risks and coordinate mitigation actions with accountable owners
• Coordinate across Transformation Office, Finance, business, operations, product, and technology partners
• Prepare materials for leadership updates, steering discussions, and decision forums
• Ensure open items, risks, decisions, and dependencies are visible, owned, and actively managed
• Deliver integrated program plans, milestone trackers, governance cadence, status reports, executive updates, decision logs, business case materials, and value realization frameworks

WFM Planner, Forecaster

Senior Program Management Manager