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Roche

Workforce Management Analyst

The Workforce Management Analyst is responsible for planning, managing, reporting, and analyzing service desk workload for the Americas SSC Support Team. Accountable for accurate resource forecasts for various work types, including calls, web requests, offline contacts, project schedules, etc. The candidate for this position should have practical call center experience including experience in workforce management and utilizing workforce management tools. The actions and deliverables of this position directly influence the service level performance of the shared service center and can impact end user satisfaction (EUSS).

Workforce Scheduling & Management

  • Create short-term and intermediate-term workload forecast and schedule for shared service desk resources

  • Maintain staff attendance records and identifies any trends that require action to departmental leadership based on department and/or Roche policies. 

  • Consult with department leadership for staffing recommendations based on forecast assessment and provides input on assignment of resources to departmental leadership

  • Responsible for creating and maintaining detailed schedules for all shared service employees that includes the management of shifts, lunch and breaks; time off requests, and others workforce variables as required by department leadership to track and manage. 

  • Monitor and adjust resource work schedules to ensure adequate resource coverage to achieve service level targets

  • Generate and automate daily, weekly, monthly, and quarterly workforce productivity and adherence reports using WFM and contact center tools.

  • Communicate effectively to managers and employees as required to manage work schedules and schedule bidding process

  • Build, implement, and manage workforce contingency plans, including disaster recovery plan for SSC. 

  • Analyze historical workforce key metrics, activities, performance, contact volumes and patterns to accurately project contact volumes and create schedules and forecast plans

  • Collaborate with shared service center management team to build and refine event-based forecast models based on business drivers (contact volumes, business events, etc)

  • Work with service desk management team to increase employee productivity by monitoring real time adherence and metrics (schedules, call times and break times); adjust workforce schedule as required to manage to service level targets

  • Generate staffing schedules that optimize a wide range of factors, including agent availability, work rules, breaks, and service levels

  • Collaborate with operational excellence analyst to identify opportunities to improve overall accuracy and productivity through automation and process improvement

  • Regularly review forecast results, analysis, and recommendations on staffing strategies with service desk management team

  • Assists in developing action plans to address data trends that are seen as a result of workforce planning.

REQUIRED QUALIFICATIONS

Education and Experience:  

  • BA or BS preferred

  • Minimum of three years workforce management experience including forecasting and planning (mandatory)

  • Practical, hands-on experience with workforce management and scheduling concepts in an automated tools environment 

  • Experience with workforce management software (Avaya Symposium, Cisco Finesse, Teleopti) preferred

Knowledge, Skills, and Abilities 

  • Proven analytical and problem-solving skills

  • Strong organization skills, including the ability to creatively solve problems

  • Keen attention to detail and accuracy

  • Ability to communicate clearly and concisely with others, including the presentation of reports and recommendations to shares service center management team

  • Strong understanding of the English language

  • Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation

  • Must be able to work independently as well as thrive in a fast-paced, dynamic, team environment

  • Strong desire to build best practices in the team to help enable your team members' mutual success as the organization continues to grow

  • Process minded; continually focused on ways to improve workforce management processes and effectiveness

Roche is an equal opportunity employer.

Business Support, Business Support > General Business Operations

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