Kerr Dental

Analyst, PSC Workforce Management

Kerr Dental

full-time

Posted on:

Location Type: Office

Location: Tempe • Arizona • New Jersey • United States

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Salary

💰 $81,200 - $150,800 per year

About the role

  • Responsible for daily Novartis Patient Support Center (PSC) Workforce Management (WFM) operational execution
  • Forecasting volumes in assigned queues
  • Creating associate schedules based on forecasts
  • Onboarding and off boarding of associates from WFM and applicable systems
  • Monitoring attendance and the PTO system to ensure proper staffing levels
  • Provide information to program management leadership on agent productivity and adherence

Requirements

  • Bachelor’s degree preferred or equivalent combination of education, training, and experience
  • 1-2 years of direct experience in contact center workforce management, specifically, experience in scheduling, skilling, and vacation management
  • 1-2 years of direct experience working with WFM platforms (Verint, IEX, Genesys WFM, etc.), specifically, forecasting in a workforce tool and analyzing call statistics and designing reports
  • 1-2 years of direct experience working with ACD platforms (Avaya, Five9, Genesys, etc.)
  • Demonstrated analytical, planning, and communication skills
Benefits
  • Health insurance
  • 401(k) with company contribution and match
  • Generous time off package including vacation, personal days, holidays and other leaves
  • Performance-based cash incentive
  • Comprehensive benefits package

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
workforce managementschedulingforecastingcall statistics analysisreport design
Soft skills
analytical skillsplanning skillscommunication skills