Workforce Planning Analyst

4 weeks ago

Minneapolis, Minnesota, United States Coloplast AS Full time


The Workforce Planning Analyst will drive the implementation of our new contact center platform functionality to enable increased efficiency and effectiveness across the Consumer Services organization. In this role, the individual will work closely with the Consumer leadership team to evaluate new functionality, create processes and implement optimizations that will help increase overall performance.

This role requires a self-starter who is excited to work in a dynamic environment where they will be a key part of both defining requirements based on business priorities and executing the actions. This role requires project management skills, strong analytical aptitude and a bias for action. The Workforce Planning Analyst will support the deployment of contact center technologies and provide critical insights through reporting



Major Areas of Accountability

  • Enable workforce management and capacity planning capabilities to maximize labor; understanding how the Genesys tools work and how to leverage tools for both day to day and long-term capacity needs.
  • Optimize workforce management activities including analysis of inbound and outbound consumer demand, building forecasts and establishing staffing requirements, optimizing resource allocation, monitoring compliance, and variances to scheduled shifts and other key performance indicators.
  • Establish US roadmap to implement new multichannel capabilities including text, email, and chat functionality.
    • Assess agent expectations in handling each type of interaction including creating new performance indicators to monitor volumes and handle times.
    • Create agent interaction guidelines, templates and "talk tracks."
    • Support salesforce integration and ensure seamless agent experience regardless of channel of communication.
    • Determine new ways of working/best practices in an omnichannel set-up. For example, how workload from multiple channels will be prioritized and assigned.
  • Create new PowerBI reporting to provide insights, leveraging new data sources and combined data sets to drive revenue.
  • Support the roll out of Genesys quality assurance tools and evaluate how to best leverage the tools to improve consumer experience and set expectations for incentive payout.
  • Establish and organize content for future AI assisted knowledge management capabilities that will enable agents to quickly access contextually relevant knowledge, resources, and FAQs during interactions with consumers.
  • Conduct analysis and assess how to create self-serve options in the Interactive Voice Response (IVR) menu to improve handle times, first contact resolution, and free up capacity for agents to focus on revenue generating activities for Direct-to-Consumer Sales team and enrollment support for our Care program.
  • Establish and define how to implement AI call transcriptions to automatically capture data in Salesforce.
  • Assess opportunities to streamline workflows in Salesforce and identify synergies between the US and other markets across the globe.
  • Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
  • Other job duties as assigned.


Basic Qualifications

  • Bachelor's degree
  • 2+ years of related experience in a contact center
  • Willingness and ability to travel up to 10-15% as needed


Preferred Qualifications

  • Have an analytical mindset and passion for data and process improvement
  • Strong collaborator that understands stakeholder management and can work with all levels of the organization
  • Excellent verbal and written communication skills
  • Proficiency in working with CRM systems ) and telephony analytics systems (Genesys preferred)
  • Highly proficient in Microsoft Excel and PowerPoint
  • Familiarity with technical integrations to improve automation of processes and build seamless integrations including SFTP, APIs, or other CRM system
  • Experience managing daily operations of contact center solutions in a call center environment

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16,000 people and with products available in more than 143 countries, we are one of the world ́s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.

Visit us on .

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Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.

Coloplast is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.

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