Workforce Management Analyst
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Job Location:
Fort Worth, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
At Alcon we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly champion progress and act with speed as the global leader in eye care. Here youll be recognized for your commitment and contributions and see your career like never before. Together we go above and beyond to make an impact in the lives of our patients and customers. Are you ready to join us
We foster an inclusive culture and are looking for diverse talented people to join Alcon. As a Workforce Management Analyst supporting the WFM team you will be trusted to work on workforce optimization including reporting and forecasting at our Fort Worth TX location.
In this role a typical day will include:
- Provide realtime intraday monitoring using tools such as Genesys PureCloud and workforce management techniques
- Monitor and respond to fluctuations in call volume to restore service levels as quickly as possible
- Manage agent scheduling including shifts training vacation meetings overtime offline work and exceptions to ensure daily service level goals are met
- Complete and manage daily schedule exceptions and adjustments across the organization
- Produce and maintain adhoc and recurring reports related to service level performance
- Generate shortterm call volume forecasts and weekly staffing schedules
- Communicate effectivelyin person via email and by phonewith call center leadership at all levels to ensure timely and accurate completion of forecasts and schedules
What You Will Bring to Alcon:
- Bachelors Degree or Equivalent years of directly related experience (or high school 8 yrs; Assoc.4 yrs)
- The ability to fluently read write understand and communicate in English
How You Can Thrive at Alcon:
- Collaborate with teammates to share standard processes and findings as work evolves.
- See your career like never before with focused growth and development opportunities
- Join Alcons mission to provide outstanding innovative products and solutions to improve sight improve lives and grow your career!
- Alcon provides robust benefits package including health life retirement flexible time off and much more!
See your impact at Current Alcon Employee/Contingent Worker
If you are currently an active employee/contingent worker at Alcon please click the appropriate link below to apply on the Internal Career site.
Find Jobs for Contingent Worker
ALCON IS AN EQUAL OPPORTUNITY EMPLOYER AND PARTICIPATES IN E-VERIFY
Alcon takes pride in maintaining an inclusive environment that values different perspectives and our policies are non-discriminatory in recruitment hiring training promotion or other employment practices for reasons of race color religion gender national origin age sexual orientation marital or veteran status disability or any other legally protected status. Alcon is also 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 in order to perform the essential functions of a position please send an email to and let us know the nature of your request and your contact information.
Required 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
Our mission is to provide innovative vision products that enhance quality of life by helping people see better. From vision research to eye health, learn more at Alcon.com.
