AbbVie

Workforce Forecast Analyst

Employer
AbbVie
Location
Lake County, Illinois
Posted
Mar 10, 2021
Ref
2100486
Required Education
Bachelors Degree
Position Type
Full time
About AbbVie
AbbVie’s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women’s health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Purpose:

Responsible for effectively administering the workforce management platform within the AEI contact center. Position will be responsible for contact center forecasting, productivity reporting and analytics and will act as a mentor to floor management, providing complex information with broad operating latitude. Responsible for the development of the capacity planning function as a key member of call center team. Create forecasts by drawing on historical, judgmental, and driver-based information. Provide analysis and maintain historical data in workforce platform to ensure optimum productivity and operational results are accurately reported. Forecast potential impacts to operations and ability to meet service goals for all activities.

Responsibilities:

  • Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
  • Analyzes contact center trends, including call volumes, call patterns, staff productivity and resource allocation to ensure forecasting, staffing, and scheduling plans meet business goals and objectives
  • Schedules all transaction-based work (e.g., calls, adjustments, correspondence, training, meetings)
  • Effectively administer the workforce management platform within the AEI contact center
  • Maintains contact center agent profiles in the WFM database to ensure optimum productivity and operational results are accurately reported
  • Oversees the process and responsibilities of all-time off requests based on availability while administering staff scheduling needs in a fair and consistent manner
  • Monitors and reports on Early Release and Overtime processes
  • Makes recommendations for same-day overtime and monitors contact center agent phone usage during understaffed time periods
  • Creates and maintains schedules for staff to ensure optimal coverage
  • Makes decisions on long term schedule needs based on forecasted call volumes and available staffing
  • Creates, maintains, and distributes real, historical, and custom reports on a daily/weekly/monthly basis
  • Ensures contact center leadership has the information necessary to make the appropriate business decisions regarding staffing, training, agent performance, etc.
  • Establishes and facilitates regular operational review meetings with contact center leadership, Operations Managers, and Group Supervisors to review contact center agent performance as it pertains to intra-day service goals, intra -day trends, off-phone activity, and forecast variance
  • Provide analysis, presentations, and recommendations for improvement
  • Communicates necessary adjustments to workforce requirements based on changing/dynamic forecasts

Qualifications
  • The following qualifications are required:
    • Bachelor’s degree plus 5 years of  experience
    • Good experience in Workforce Management processes and techniques knowledge
    • Highly experienced in the use of windows-based software applications with a high functional competency in Excel, Word, PowerPoint
    • Attention to detail with a focus on accuracy
    • Proven background in forecasting and statistical analysis
    • Must have experience developing step by step processes and procedures
    • Excellent ability to communicate in both written and verbal medium in a clear and professional manner
    • Strong organization skills
    • Exceptional problem-solving skills to identify issues and address business needs
    • Ability to manage large work volumes without loss of focus or accuracy
    • Works well as a team player in a complex high energy environment
    • Demonstrate strong technical skills
    • Desire and ability to perform effectively in a dynamic and deadline driven environment
  • The following qualifications are desired:
    • Prior experience withFive9 workforce management platform
    • Pharmacy, healthcare, or insurance provider experience
    • Previous management/supervisory experience
    • Ability to transfer system knowledge and train others
    • Experience working in and supporting Contact Center platforms, such as telecom, SMS/Texting, QM, WFM, chat, and related reporting tools
    • Experience developing and generating contact center reports to maximize efficiency
    • Experience with continuous improvement preferred
    • Project Management experience a plus

 


Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Travel
No
Job Type
Experienced
Schedule
Full-time
Job Level Code
IC
Equal Employment Opportunity
At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.