Customer Service Workforce Administrator
AbbVie
Customer Service Workforce Administrator
Job Description
The Customer Service Workforce Administrator is integral to our success. You’ll 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.Responsibilities:Develops, trains, and advises team regarding process activitiesWork collaboratively providing guidance to broader Workforce Strategy team ensuring a strategic and consistent approach that drives workforce strategyService as WFM’s point of contact in the absence of managementThis person will run point on projects and initiatives as they are brought forth and will be SME to improving WFM processes across all functionsProvides advanced-level Ad Hoc Capacity Planning/Forecast Models and Reporting Analysis to meet complex business requirements with little, to no guidance from managementEnsure data integrity within telephony, IVR, WFM, and CRM tools by reporting data, routing issues, and other technical issues. Track and normalize volumeUtilize 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. spendAd-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 accordinglyMaintain forecasts and capacity plans at various levels, including volume, AHT, workload, shrinkage, and other staffing KPIsEnsure optimization of forecast accuracy at all levels through reporting and analysis of deviationsPartner with operational leadership to shepherd and drive new innovative, successful metrics
Locations
- Austin, TX
Salary
23 - 41 USD / yearly
Estimated Salary Rangemedium confidence
70,000 - 110,000 USD / yearly
Source: AI estimated from job description
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Workforce Management (WFM)intermediate
- Data Analytics and Reportingintermediate
- Capacity Planning and Forecastingintermediate
- Statistical Data Modelingintermediate
- Cross-functional Collaborationintermediate
- Process Improvementintermediate
- Telephony, IVR, WFM, and CRM Toolsintermediate
- KPI Monitoring and Dashboard Creationintermediate
Required Qualifications
- Deep experience in managing multiple markets and call-type groups (experience)
- Expertise in short-term forecasting and scheduling for customer experience teams (experience)
- Knowledge of emerging WFM tools and software (experience)
Responsibilities
- Develops, trains, and advises team regarding process activities
- Work collaboratively providing guidance to broader Workforce Strategy team ensuring a strategic and consistent approach that drives workforce strategy
- Service as WFM’s point of contact in the absence of management
- This person will run point on projects and initiatives as they are brought forth and will be SME to improving WFM processes across all functions
- Provides advanced-level Ad Hoc Capacity Planning/Forecast Models and Reporting Analysis to meet complex business requirements with little, to no guidance from management
- Ensure data integrity within telephony, IVR, WFM, and CRM tools by reporting data, routing issues, and other technical issues. Track and normalize volume
- 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
- Partner with operational leadership to shepherd and drive new innovative, successful metrics
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Answer 10 quick questions to check your fit for Customer Service Workforce Administrator @ AbbVie.
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Customer Service Workforce Administrator
AbbVie
Customer Service Workforce Administrator
Job Description
The Customer Service Workforce Administrator is integral to our success. You’ll 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.Responsibilities:Develops, trains, and advises team regarding process activitiesWork collaboratively providing guidance to broader Workforce Strategy team ensuring a strategic and consistent approach that drives workforce strategyService as WFM’s point of contact in the absence of managementThis person will run point on projects and initiatives as they are brought forth and will be SME to improving WFM processes across all functionsProvides advanced-level Ad Hoc Capacity Planning/Forecast Models and Reporting Analysis to meet complex business requirements with little, to no guidance from managementEnsure data integrity within telephony, IVR, WFM, and CRM tools by reporting data, routing issues, and other technical issues. Track and normalize volumeUtilize 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. spendAd-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 accordinglyMaintain forecasts and capacity plans at various levels, including volume, AHT, workload, shrinkage, and other staffing KPIsEnsure optimization of forecast accuracy at all levels through reporting and analysis of deviationsPartner with operational leadership to shepherd and drive new innovative, successful metrics
Locations
- Austin, TX
Salary
23 - 41 USD / yearly
Estimated Salary Rangemedium confidence
70,000 - 110,000 USD / yearly
Source: AI estimated from job description
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Workforce Management (WFM)intermediate
- Data Analytics and Reportingintermediate
- Capacity Planning and Forecastingintermediate
- Statistical Data Modelingintermediate
- Cross-functional Collaborationintermediate
- Process Improvementintermediate
- Telephony, IVR, WFM, and CRM Toolsintermediate
- KPI Monitoring and Dashboard Creationintermediate
Required Qualifications
- Deep experience in managing multiple markets and call-type groups (experience)
- Expertise in short-term forecasting and scheduling for customer experience teams (experience)
- Knowledge of emerging WFM tools and software (experience)
Responsibilities
- Develops, trains, and advises team regarding process activities
- Work collaboratively providing guidance to broader Workforce Strategy team ensuring a strategic and consistent approach that drives workforce strategy
- Service as WFM’s point of contact in the absence of management
- This person will run point on projects and initiatives as they are brought forth and will be SME to improving WFM processes across all functions
- Provides advanced-level Ad Hoc Capacity Planning/Forecast Models and Reporting Analysis to meet complex business requirements with little, to no guidance from management
- Ensure data integrity within telephony, IVR, WFM, and CRM tools by reporting data, routing issues, and other technical issues. Track and normalize volume
- 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
- Partner with operational leadership to shepherd and drive new innovative, successful metrics
Tags & Categories
Answer 10 quick questions to check your fit for Customer Service Workforce Administrator @ AbbVie.
10 Questions
~2 Minutes
Instant Score
Related Books and Jobs