Workforce Management Analyst | (ZGY-049)

Workforce Management Analyst | (ZGY-049)

12 ene
Importante empresa

12 ene

Importante empresa


Workforce Scheduling and 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.

Quality, Process and Service Improvement

Identifies and communicate trends relative to schedules to drive process improvement opportunities.

Participates in process improvement observation and projects to ensure processes are effective, efficient and harmonized across the


Assists in developing action plans to address changes to schedule needs by training, process improvements or system updates.

Partners with shared service center operational roles and management to identify business needs and develops solutions to improve

processes and data outcomes.

Drives project and information management initiatives that increase effectiveness and efficiency

Builds strong partnerships with key internal organizations and stakeholders.

Leads WFM across the regional Shared Service Centers to develop best practices around scheduling including the Follow the Sun


Main point of contact for WFM software and vendor relationship representing the regional Shared Service Centers. Responsible to ensure all regional WRM staff are well versed on best ways to utilize the provided WFM solutions.


Education and Experience:

BA or BS preferred

Minimum of two years workforce management experience including forecasting and planning

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 wi

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