Analyst, PSC Workforce Management
Novartis
full-time
Posted on:
Location Type: Office
Location: East Hanover • Arizona • New Jersey • United States
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Salary
💰 $81,200 - $150,800 per year
About the role
- responsible for meeting their monthly performance measurements and delivering on their assigned responsibilities
- responsible for forecasting volumes in assigned queues
- creating associate schedules based on forecasts
- plotting associates into schedules
- onboarding and offboarding of associates from WFM and applicable systems
- overseeing time off tracking and attendance adherence
- performing analysis whenever service levels are at risk
- providing clear root cause analysis of any service level misses
- monitoring attendance and the PTO system to ensure proper staffing levels
- oversee holiday schedule management
- providing information to program management leadership on agent productivity and adherence
- identifying opportunities for innovative automation, workload balancing, queue management, and process changes to increase predictability of the PSC’s ability to meet objectives and goals
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
- Possess thorough understanding of Contact Center operational activities such as customer support on phone, email, and chat channels in addition to deferred workload capacity planning
- Direct experience working with CRM platforms (Salesforce)
- Direct experience working in a multi-channel, multi-queue, and multi-site contact center.
- Experience working in a pharmaceutical or healthcare vendor contact center.
Benefits
- health, life and disability benefits
- 401(k) with company contribution and match
- a variety of other benefits
- generous time off package including vacation, personal days, holidays and other leaves
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
schedulingforecastingworkforce managementroot cause analysisattendance trackingqueue managementreport designingcall statistics analysisvacation managementworkload balancing
Soft skills
analytical skillsplanning skillscommunication skills