At Medtronic you can begin a life-long career of exploration and innovation while helping champion healthcare access and equity for all. Youll lead with purpose breaking down barriers to innovation in a more connected compassionate world.

A Day in the Life

We are looking for an experienced RealTime Analyst Workforce Management to play a critical role in driving realtime contact center this role you will partner closely with Operations Planning and Scheduling teams to ensure service level agreements (SLAs) occupancy and productivity targets are consistently met while proactively identifying risks and improving performance.

This role is ideal for someone who enjoys datadriven decisionmaking thrives in a fastpaced environment and is confident influencing stakeholders through insights and recommendations.

Responsibilities may include the following and other duties may be assigned:

• Monitor realtime contact center performance using NICE and Verint to ensure SLAs occupancy and productivity targets are achieved

• Execute intraday workforce actions such as schedule adjustments skill balancing overtime recommendations and timeoff management

• Track downtime and exceptions ensuring timely communication and recovery planning

• Identify intraday performance trends and potential risks; escalate issues and recommend corrective actions

• Partner with Operations Planning and Scheduling teams to address variances and align on intraday strategies

• Develop and deliver intraday daily and adhoc reporting using Excel Power BI Tableau and SQL

• Communicate realtime performance insights clearly and effectively to stakeholders and leadership

• Support continuous improvement initiatives to enhance workforce efficiency and customer experience

• Ensure data integrity and adherence to workforce management processes and governance

Required Knowledge and Experience:

• Advanced knowledge of Workforce Management / RealTime Analytics with both depth and breadth of experience

• Strong analytical skills with the ability to translate data into actionable insights and recommendations

• Experience working independently with limited supervision and managing competing priorities

• Proven ability to collaborate across teams and influence decisionmaking

• Strong communication skills and confidence engaging with senior stakeholders

• Experience with reporting and data visualization tools (Excel Power BI Tableau SQL)

• Practical understanding of project or process management

• Bachelors degree or equivalent relevant experience

• Minimum of 4 years of relevant experience or Advanced degree with at least 2 years of relevant experience

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits resources and competitive compensation plans designed to support you at every career and life stage.

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission to alleviate pain restore health and extend life unites a global team of 95000 passionate people.
We are engineers at heart putting ambitious ideas to work to generate real solutions for real people. From the R&D lab to the factory floor to the conference room every one of us experiments creates builds improves and solves. We have the talent diverse perspectives and guts to engineer the extraordinary.

Learn more about our business mission and our commitment to diversity here