Workforce Analyst

The Workforce Management Analyst role is integral to our success. Youll use your deep experience to manage multiple markets and call-type groups that will help advise an ever-changing operational model. As a member of the team you will partner closely with leadership to establish our process for short-term forecasting and drive scheduling for our world-class customer experience team. Learn the latest in emerging WFM tools and software as AbbVie continues to build its Workforce Management capabilities at scale.

• Own long mid and short-term planning cycles - from forecasting scheduling to real-time management. Provide enhancements to the existing locked forecast process
• Ensure data integrity within telephony IVR WFM and CRM tools by reporting data routing issues and other technical issues. Track and normalize volume
• Assist with the daily WFM responsibilities to include daily staff requirements vacation/holiday schedules and PTO bidding for the Customer Service department
• Utilize data analytics to track and analyze performance of individuals teams and overall workforce. Monitor key metrics such as productivity schedule adherence and customer abandonment rate.
• Partner closely with multiple cross-functional teams including BPO strategic sourcing to understand capacity headcount location strategy ops performance volumes arrival patterns handling times budget allocation vs. spend
• Ad-hoc reporting request KPI build-out attendance capturing and dashboard creation to convert raw data into actionable insights.
• Statistical data modeling and testing to build out accurate forecast volumes and productivity assumptions across all channels and lines of businesses using historical data trends seasonality and events. Quickly identify and explain fluctuations in volume AHT and other assumptions to adjust resources accordingly
• Maintain forecasts and capacity plans at various levels including volume AHT workload shrinkage and other staffing KPIs
• Ensure optimization of forecast accuracy at all levels through reporting and analysis of deviations
• Work with our internal and external partners ensuring our support center operates in the most efficient manner possible
• Partner with operational leadership to shepherd and drive new innovative successful metrics

Qualifications :

2 years of experience in workforce planning/management
MS Excel skills and experience in working with the following Microsoft Suite and Reporting Platforms: VBA MS Excel MS Access SQL and/or MS Access skills required
Experience with forecasting volume and schedule generation
Experience gathering unstructured data to produce insights and reporting using Excel
Problem-solving and analytical experience
Experience communicating to various levels within an organization
Excellent time management track record

PREFERRED QUALIFICATIONS

BA or BS degree in business or a related field is preferred
Experience with Nice inContact
Capacity Planning/forecasting experience is strongly desired
Contact Center workforce management experience in a scaling environment preferred
Basic/Working knowledge of Six Sigma tools and Lean techniques preferred

Additional Information :

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: 

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at  the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors  including  geographic location and we may ultimately  pay more or less than the posted range. This range may be  modified in the future. 

• We offer a comprehensive package of benefits including paid time off (vacation holidays sick) medical/dental/vision insurance and 401(k) to eligible employees.

• This job is eligible to  participate in our short-term incentive programs.  

Note: No amount of pay is  considered to be wages or compensation until such amount is earned  vested  and determinable. The amount and availability of  any bonus commission incentive benefits or any other form of compensation and benefits that are allocable to a   particular employee  remains in the Companys sole and absolute discretion unless and until paid and may be  modified at the Companys sole and absolute discretion  consistent with applicable law. 

AbbVie is an equal opportunity employer and is committed to operating with integrity driving innovation transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more visit  & Puerto Rico applicants seeking a reasonable accommodation click here to learn more:

Work :

No

Employment Type :

Full-time