Analyst, PSC Workforce Management
Novartis
Analyst, PSC Workforce Management
Job Description
Summary
Summary The Analyst, PSC Workforce Management will be responsible for the daily Novartis Patient SupportCenter (PSC) Workforce Management (WFM) operational execution. The role plays a critical part in the
ongoing advancement of the PSC into a premier multi-channel and multi-site patient support center by the monitoring of key enterprise and program service levels and, and monitoring key measures of enterprise, program, team, and associate-level productivity.
The Analyst will be a member of the PSC Workforce Management group who will manage the daily
operational needs of WFM as the group manages and optimizes multi-site patient support center service levels, productivity, adherence, and scheduling. The role is responsible for their participation in ensuring the WFM group achieves performance goals, meets all project timelines, and embodies the Novartis principles transforming our culture to be more Inspired, Curious and Unbossed.
As an individual contributor role, the Analyst will be responsible for meeting their monthly performance measurements and delivering on their assigned responsibilities. The Analyst is responsible for forecasting volumes in assigned queues, creating associate schedules based on those forecasts, plotting associates into those schedules, onboarding, and off boarding of associates from WFM and applicable systems, overseeing time off tracking and attendance adherence, and performing analysis whenever services levels are at risk.
Locations
- Mexico
Salary
Estimated Salary Rangemedium confidence
50,000 - 85,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Workforce Management (WFM) operational executionintermediate
- Forecasting volumes in queuesintermediate
- Schedule creation and optimizationintermediate
- Associate scheduling and plottingintermediate
- Onboarding and offboarding processesintermediate
- Time off trackingintermediate
- Attendance adherence monitoringintermediate
- Service level monitoring and analysisintermediate
- Productivity measurement at enterprise, program, team, and associate levelsintermediate
- Data analysis for performance risksintermediate
- Attention to detailintermediate
- Analytical thinkingintermediate
- Time managementintermediate
- Problem-solvingintermediate
Required Qualifications
- Experience in workforce management or call center operations (experience)
- Knowledge of multi-channel and multi-site patient support centers (experience)
- Familiarity with WFM systems and tools (experience)
- Ability to meet monthly performance measurements (experience)
Responsibilities
- Daily operational execution of Novartis Patient Support Center (PSC) Workforce Management (WFM)
- Monitoring key enterprise and program service levels
- Monitoring productivity measures at enterprise, program, team, and associate levels
- Forecasting volumes in assigned queues
- Creating associate schedules based on forecasts
- Plotting associates into schedules
- Onboarding and offboarding associates from WFM and applicable systems
- Overseeing time off tracking and attendance adherence
- Performing analysis when service levels are at risk
- Ensuring achievement of performance goals and project timelines
Answer 10 quick questions to check your fit for Analyst, PSC Workforce Management @ Novartis.
10 Questions
~2 Minutes
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Analyst, PSC Workforce Management
Novartis
Analyst, PSC Workforce Management
Job Description
Summary
Summary The Analyst, PSC Workforce Management will be responsible for the daily Novartis Patient SupportCenter (PSC) Workforce Management (WFM) operational execution. The role plays a critical part in the
ongoing advancement of the PSC into a premier multi-channel and multi-site patient support center by the monitoring of key enterprise and program service levels and, and monitoring key measures of enterprise, program, team, and associate-level productivity.
The Analyst will be a member of the PSC Workforce Management group who will manage the daily
operational needs of WFM as the group manages and optimizes multi-site patient support center service levels, productivity, adherence, and scheduling. The role is responsible for their participation in ensuring the WFM group achieves performance goals, meets all project timelines, and embodies the Novartis principles transforming our culture to be more Inspired, Curious and Unbossed.
As an individual contributor role, the Analyst will be responsible for meeting their monthly performance measurements and delivering on their assigned responsibilities. The Analyst is responsible for forecasting volumes in assigned queues, creating associate schedules based on those forecasts, plotting associates into those schedules, onboarding, and off boarding of associates from WFM and applicable systems, overseeing time off tracking and attendance adherence, and performing analysis whenever services levels are at risk.
Locations
- Mexico
Salary
Estimated Salary Rangemedium confidence
50,000 - 85,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Workforce Management (WFM) operational executionintermediate
- Forecasting volumes in queuesintermediate
- Schedule creation and optimizationintermediate
- Associate scheduling and plottingintermediate
- Onboarding and offboarding processesintermediate
- Time off trackingintermediate
- Attendance adherence monitoringintermediate
- Service level monitoring and analysisintermediate
- Productivity measurement at enterprise, program, team, and associate levelsintermediate
- Data analysis for performance risksintermediate
- Attention to detailintermediate
- Analytical thinkingintermediate
- Time managementintermediate
- Problem-solvingintermediate
Required Qualifications
- Experience in workforce management or call center operations (experience)
- Knowledge of multi-channel and multi-site patient support centers (experience)
- Familiarity with WFM systems and tools (experience)
- Ability to meet monthly performance measurements (experience)
Responsibilities
- Daily operational execution of Novartis Patient Support Center (PSC) Workforce Management (WFM)
- Monitoring key enterprise and program service levels
- Monitoring productivity measures at enterprise, program, team, and associate levels
- Forecasting volumes in assigned queues
- Creating associate schedules based on forecasts
- Plotting associates into schedules
- Onboarding and offboarding associates from WFM and applicable systems
- Overseeing time off tracking and attendance adherence
- Performing analysis when service levels are at risk
- Ensuring achievement of performance goals and project timelines
Answer 10 quick questions to check your fit for Analyst, PSC Workforce Management @ Novartis.
10 Questions
~2 Minutes
Instant Score