Analyst, PSC Workforce Management Tempe, AZ or East Hanover, NJ
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Job Location:
East Hanover, NJ - USA
Monthly Salary:
$ 81200 - 150800
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Job Description Summary
The Analyst PSC Workforce Management will be responsible for the daily Novartis Patient Support Center (PSC) Workforce Management (WFM) operational execution. The role plays a critical part in the ongoing advancement of the PSC into a premier multi-channel and multi-site patient support center by the monitoring of key enterprise and program service levels and and monitoring key measures of enterprise program team and associate-level productivity. The Analyst will be a member of the PSC Workforce Management group who will manage the daily operational needs of WFM as the group manages and optimizes multi-site patient support center service levels productivity adherence and scheduling. The role is responsible for their participation in ensuring the WFM group achieves performance goals meets all project timelines and embodies the Novartis principles transforming our culture to be more Inspired Curious and Unbossed.This position will be located at either the Phoenix/Tempe metro area or East Hanover NJ site locations and will not have the ability to be located remotely. This position will require minimal travel as defined by the business. Please note that this role would not provide relocation and only local candidates will be considered.
Job Description
As an individual contributor role the Analyst will be responsible for meeting their monthly performance measurements and delivering on their assigned responsibilities. The Analyst is responsible for forecasting volumes in assigned queues creating associate schedules based on those forecasts plotting associates into those schedules onboarding and off boarding of associates from WFM and applicable systems overseeing time off tracking and attendance adherence and performing analysis whenever services levels are at risk.
Your responsibilities will include but are not limited to:
Forecasting intra-day volumes and revising forecasts when actuals do not meet forecasts.
Ensuring that associates are scheduled properly and that the schedules are being adhered to including the management of breaks and trainings.
Closely monitoring support queues for any demand increases and take action to address any service level risks.
Providing clear root cause analysis of any service level misses
Onboarding new associates into PSC workforce systems
Offboarding former associates from PSC workforce systems
Monitoring attendance and the PTO system to ensure proper staffing levels to plan in any given hour.
Oversee holiday schedule management.
Provide information to program management leadership on agent productivity and adherence.
Identify opportunities for innovative automation workload balancing queue management and process changes to increase predictability of the PSCs ability to meet objectives and goals.
What youll bring to the role:
Education:
- Bachelors degree preferred or equivalent combination of education training and experience.
Required 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.
Desired Experience:
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.
The salary for this position is expected to range between $81200 and $150800 per year.
The final salary offered is determined based on factors like but not limited to relevant skills and experience and upon joining Novartis will be reviewed periodically. Novartis may change the published salary range based on company and market factors.
Your compensation will include a performance-based cash incentive and depending on the level of the role eligibility to be considered for annual equity awards.
US-based eligible employees will receive a comprehensive benefits package that includes health life and disability benefits a 401(k) with company contribution and match and a variety of other addition employees are eligible for a generous time off package including vacation personal days
holidays and other leaves.
To learn more about the culture rewards and benefits we offer our people click here.
EEO Statement:
The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment hiring training promotion or other employment practices for reasons of race color religion sex national origin age sexual orientation gender identity or expression marital or veteran status disability or any other legally protected status.
Accessibility and reasonable accommodations
The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If because of a medical condition or disability you need a reasonable accommodation for any part of the application process or to perform the essential functions of a position please send an e-mail to or call 1 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
Salary Range
$81200.00 - $150800.00Skills Desired
Accounts Receivable Calls Handling Curious Mindset Customer Care Customer Experience Customer Relationship Management (CRM) Software Customer Requirements Customer Service Efficiency Installations (Computer Programs) Microsoft Access Microsoft Excel Mobile Devices Relationship Building Sales Salesforce CrmRequired Experience:
IC
Key Skills
- Active Directory
- Customer Service
- End user
- Access Points
- Deskside Support
- Windows
- SCCM
- Troubleshoot
- User Accounts
- Desktop
- PC
- Backup
- Setup
- hardware
- Technical Support
About Company
Novartis is a global healthcare company based in Switzerland that provides solutions to the evolving needs of patients worldwide.
