Workforce Management Specialist,
Workforce Management Specialist,
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 78000 - 117000
1 Vacancy
Job Description
At AstraZeneca we turn ideas into life changing medicines. Working here means being entrepreneurial thinking big and working together to make the impossible a reality. Were focused on the potential of science to address the unmet needs of patients around the world. As a Workforce Management Specialist youll play a pivotal role in making a positive impact by helping patients access our life changing medicines.
Job Description
The WFM Specialist is responsible for cross-functional support services within Patient Support Operations by partnering with Operations Management to meet service levels and key performance indicator objectives across our patient services typically provided through contact channels. This role ensures effective and efficient utilization of resources based on understanding key service drivers. This role will recommend changes to resources and business process based on data driven analysis.
This position will report into the Associate Director Operations and will work in close partnership with other members of Patient Support team AZ cross functional partners and with external suppliers.
This position is based at our Gaithersburg MD campus headquarters for the Patient Support business unit.
Essential Job Functions:
Maximize efficiency and occupancy while meeting service levels and key metrics using Workforce Management Applications
Manage the transactional volume daily attendance and program schedules adjusting the intraday forecast based on current trend and historical data
Work closely with the operations team to analyze and help improve their delivery processes (adherence skill management work allocation etc)
Complete root-cause analysis to determine and quantify reasons for SLA deviations and/or forecast variance
Continuously review datasets to identify inconsistencies or errors ensuring data integrity.
Develop and implement data cleansing plans for accuracy and readiness.
Identify root causes of data quality issues and devise effective solutions.
Evaluate processes contributing to data issues and propose enhancements.
Produce daily biweekly and monthly reports and manage data integrity of reports
Use trends and reports to forecast requirements and produce actionable insights
Assist with projects and other duties as assigned
Education Qualifications Skills and Experience Requirements:
Associates Degree or equivalent experience
0-1 years work experience
Intermediate level knowledge of contact center operations and technology
Advanced Microsoft Excel skills (formulas macros pivot tables etc)
Ability to work independently with a sense of urgency based on prioritization
Ability to support hours of operations (Monday-Friday 8 am 6 pm ET)
Hybrid work location with at least 25% designated on-site team collaboration days with at least 1 day/week on-site
Business travel up to 10%
Desirable:
Knowledge of Workforce Management Applications: CXOne NiCE IEX Verint Calabrio Avaya Aspect
The annual base salary (or hourly rate of compensation) for this position ranges from $78000 -$117000. However base pay offered may vary depending on multiple individualized factors including market location job-related knowledge skills and experience.
Date Posted
02-Jun-2025Closing Date
08-Jun-2025Our mission is to build an inclusive and equitable environment. We want people to feel they belong at AstraZeneca and Alexion starting with our recruitment process. We welcome and consider applications from all qualified candidates regardless of characteristics. We offer reasonable adjustments/accommodations to help all candidates to perform at their best. If you have a need for any adjustments/accommodations please complete the section in the application form.Required Experience:
Unclear Seniority
Employment Type
Full-Time
