Sr Workforce Analyst

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare with leading businesses and products in diagnostics medical devices nutritionals and branded generic medicines. Our 115000 colleagues serve people in more than 160 countries.

Working atAbbott

AtAbbott you can do work that matters grow and learn care for yourself and your family be your true self and live a full life. Youll also have access to:

• Career development with an international company where you can grow the career you dream of.

• Employees can qualify for freemedical coveragein ourHealth Investment Plan (HIP) PPOmedical plan in the next calendar year.

• An excellent retirement savings plan with a high employer contribution.

• Tuition reimbursement theFreedom 2 Savestudent debt program andFreeUeducation benefit - an affordable and convenient path to getting a bachelors degree.

• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.

• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity working mothers female executives and scientists.

The Opportunity
This position works remotely supporting our customer service teams in the Cancer Diagnostics division.

Were empowering smarter medical and economic decision-making to help transform the way people manage their health at all stages of life. Every day more than 10 million tests are run on Abbotts diagnostics instruments providing lab results for millions of people.

Our Point of Care diagnostic portfolio spans key health and therapeutic areas including infectious disease cardiometabolic informatics and toxicology.

Our diagnostic solutions are used in hospitals laboratories and clinics around the globe. The crucial information derived from our tests instruments and informatics systems is often the first step in patient care decision-making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

Our rapid diagnostics solutions are helping address some of the worlds greatest healthcare challenges.

Our molecular division delivers best-in-class innovative testing solutions for people around the world to provide answers to lifes critical health decisions. We help people live full and healthy lives through our accessible molecular-based solutions.

Position Overview

The Senior Workforce Analyst plays a key role in informing enterprise workforce and operational decisions through advanced analytics strategic workforce planning and performance management. This position leads complex forecasting KPI development and performance scorecards that support significant workforce investments operating budgets and service delivery decisions across multiple business units. By integrating workforce demand forecasting employee performance analytics and contact center operational metrics the Senior Analyst ensures the organization maintains the right talent in the right roles at the right time. The role works closely with senior leadership HR Operations Finance and Workforce Management teams to provide data-driven insights that guide strategic planning optimize workforce spending and improve operational performance with multimillions investments.

Shift: Monday Friday 8:00am 5:00pm (must be available to support CST)

What Youll Work On

Include but are not limited to the following:

• Develop implement and maintain predictive and prescriptive analytical models (e.g. regression time-series optimization simulation) to forecast workforce needs and operational demand.

• Create scenario analysis models to evaluate staffing strategies budget impacts capacity risks and operational outcomes.

• Conduct sensitivity analysis to quantify variables affecting productivity headcount employee performance and call center efficiency.

• Identify workforce-related trends risks and opportunities to support strategic planning and operational decision-making.

• Lead annual quarterly and long-range workforce planning cycles to align talent supply with organizational growth and service-level requirements.

• Translate business projections and strategic initiatives into workforce requirements staffing plans and budget recommendations.

• Monitor and analyze headcount trends attrition hiring velocity and employee productivity across functions and business units.

• Develop maintain and enhance employee and departmental performance balanced scorecards to measure performance against strategic objectives.

• Define performance KPIs tied to efficiency quality productivity and customer experience.

• Partner with HR and business leaders to ensure fair data-driven performance evaluations supported by accurate metrics and dashboards.

• Support the development of performance-related incentive models and operational KPIs for contact center teams.

• Track analyze and report on contact center operational metrics including AHT ASA call volume handle time FCR service-level attainment schedule adherence and productivity.

• Provide leadership with actionable insights and operational models to enhance capacity planning queue optimization and workload balancing.

• Serve as a strategic liaison between HR Operations Finance Workforce Management and business-line leaders.

• Lead presentations for executive leadership with actionable insights and operational models focused on workforce insights performance trends and recommended actions.

• Build and maintain interactive dashboards that track workforce KPIs employee performance metrics operational performance and contact center metrics

General duties

• Ensures compliance with all Company quality procedures and guidelines including but not limited to Quality Policy and Code of Business Conduct and Ethics.

• Stays current with relevant guidelines and policies for medical devices (e.g. HIPAA Medical Device Reporting etc.)

• Conducts all assigned job duties in a timely and productive manner.

• Performs all job duties according to Quality & Improvement policies and procedures.

• Documents and maintains workforce management policies and procedures in Nucleus and partners with Workforce leaders.

• Assists with special projects as needed.

• Excellent verbal and written English communication skills.

• Excellent presentation and persuasive skills.

• Excellent quantitative and analytical skills.

• Ability to organize work set priorities and work effectively in a diverse environment.

• Disciplined self-motivated and reliable.

• Ability to work alone with minimum supervision and with others in a team environment occasionally under pressure and on several tasks at the same time.

• Diligent about arriving to work on time and completing tasks that are assigned in a timely manner.

• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with all levels of the organization.

• Ability to work in a team environment positively respond to pressure and adapt to changing workload and circumstances effectively; able to respond to new information quickly.

• Ability to work on a computer and phone simultaneously.

• Ability to use a telephone through a headset.

• Ability to work on a mobile device tablet or in front of a computer screen and/or perform typing for 100% of a typical working day.

• Uphold company mission and values through accountability innovation integrity quality and teamwork.

• Support and comply with the companys Quality Management System policies and procedures.

• Maintain regular and reliable attendance.

• Ability to act with an inclusion mindset and model these behaviors for the organization.

Minimum Qualifications

• Bachelors Degree in a field related to essential duties; or Associates degree and 2 years of relevant experience; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience.

• 5 years of progressive experience in workforce planning analytics performance management or contact center operations.

• Demonstrated ability applying advanced analytical models to business operations and workforce management.

• Demonstrated ability Strong background in developing and managing KPIs scorecards and performance dashboards.

• Advanced proficiency in workforce planning systems HRIS and ERP platforms (e.g. Workday SAP Anaplan NICE Verint Calabrio).

• Advanced proficiency using Erlang-C or similar capacity modeling methods.

• Advanced proficiency forecasting models including call center methodologies and interval forecasting.

• Advanced proficiency in statistical modeling using Excel SQL Python R or equivalent languages.

• Strong proficiency in BI tools such as Power BI Tableau or Looker.

• Strong proficiency with performance management platforms and scorecard frameworks.

• Strong proficiency with analytical reasoning problem-solving data-driven mindset and strategic thinking abilities.

• Excellent proficiency communication skills including the ability to simplify complex analyses.

• Demonstrated ability to collaborate across functions and manage multiple priorities.

• Demonstrated ability to perform the essential duties of the position with or without accommodation.

• Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas currently.

Preferred Qualifications

• Bachelors or Masters Degree in Data Science Statistics Economics Operations Research Industrial Engineering Business Analytics Applied Mathematics or HR Analytics

• Experience designing or implementing predictive workforce planning frameworks.

• Demonstrated ability to influence executive leaders through data storytelling.

• Experience in financial modeling budgeting or operational planning.

• Automation experience with data pipelines or workflow integration tools.

• Certifications (e.g. Tableau Six Sigma PMP CCWFM).

Learn more about our health and wellness benefits which provide the security to help you and your family live full lives: your career aspirations toAbbottfor diverse opportunities with a company that can help you build your future and live your best an Equal Opportunity Employer committed to employee diversity.

Connect with us at LinkedIn at andon Facebook at

The base pay for this position is

$78000.00 $156000.00

In specific locations the pay range may vary from the range posted.

Customer Service

ONCO Cancer Diagnostics

United States of America : Remote

Standard

No

No

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day) Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

EEO is the Law link - English: EEO is the Law link - Espanol: Experience:

Senior IC