Sr. Call Centre Analyst (Workforce Management)

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain restore health and extend life. Our 95000 employees work across more than 150 countries to put patients first developing innovative medical technologies that improve the lives of 72 million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose growth and impact.

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:

• Requires High School Diploma or equivalent with 8 years of relevant work experience (OR Associates Degree with 6 years experience OR Baccalaureate/College Degree with 4 years 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

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.

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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.