Workforce Manager & Ops Analyst
Abbott
- Virginia
- $57,300-114,700 per year
- Permanent
- Full-time
- Career development with an international company where you can grow the career you dream of.
- Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
- An excellent retirement savings plan with high employer contribution
- Tuition reimbursement, the
- A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
- Develop and maintain staffing forecasts to ensure adequate coverage across all channels (phone, email, chat, social media, etc.).
- Realtime focus on scheduling plans to meet forecasted volumes, while maintaining service level agreements.
- Analyze data to identify trends, issues, and opportunities for improvement in operations and workforce management.
- Create and produce daily/weekly/monthly operational reports to track key performance metrics and provide insights to business leaders.
- Collaborate with all Operations departments to identify and implement process improvements.
- Interact with internal stakeholders, including call center managers, trainers, and IT.
- Support key Operations projects to include planning, requirements gathering, management, analysis, training, and execution.
- Understand and translate business requirements into system requirements incorporating timing, contingencies, and limitations.
- Exercise sound judgment and critical decision making within approved guidelines on business process and system requirements.
- Complete all special projects and other duties as assigned.
- Bachelor’s degree with quantitative focus or work experience equivalent
- 2+ years of experience in workforce management or operations analysis
- Attention to detail, highly accountable and initiative-taking
- Knowledge of call center operations and customer service best practices
- Excellent analytical insight, prioritization, and critical thinking skills
- Strong oral, written and people skills
- Experience with Five9
- Understanding of Workforce Optimization Platforms
- Strong problem-solving skills and ability to work both independently and groups
- Extremely well-organized and capable of handling multiple projects and ad-hoc requests simultaneously
- Experience presenting and analyzing large quantities of data with strong spreadsheet and database query experience (e.g., SQL)
- Advanced experience in Excel
- SQL and database management experience (preferred)
- Microsoft Power BI experience (preferred)
- Understanding of Workforce Optimization Platforms
- Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
Richmond : 9201 Arboretum ParkwayADDITIONAL LOCATIONS:WORK SHIFT: StandardTRAVEL: Yes, 5 % of the TimeMEDICAL SURVEILLANCE: Not ApplicableSIGNIFICANT WORK ACTIVITIES: 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: http://webstorage.abbott.com/common/External/EEO_English.pdfEEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf