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Workforce Optimization Specialist

2 months ago

Richmond, Virginia, United States Abbott Laboratories Full time
About the Role

Abbott Laboratories is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

Workforce Manager & Operations Analyst

Working at Abbott Laboratories

At Abbott Laboratories, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You'll also have access to:

  • 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 Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor's degree.
  • A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
  • 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.
The Opportunity

The Workforce Manager & Operations Analyst is a key member of the Operations team supporting the Five9 Workforce Optimization tool, data analytics, client reporting, operational efficiency projects and problem resolution. This individual will address complex operational challenges and function as an internal consultant to analyze and define strategic and operational improvements within our workgroups. This individual will interface on a regular basis with the Operations leadership team to recommend solutions and efficiency projects, report out on status and business returns of existing projects and develop templates to create efficiencies within existing reporting requirements.

Successful candidates will be initiative-taking, intellectually curious, a fast learner, comfortable with ambiguity and working independently, able to focus on details while thinking strategically. You will have the ability to solve business problems of moderate scope and deliver insights that enable timely and effective operational decision-making.

Key Responsibilities
  • 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.
Requirements
  • Bachelor's degree with quantitative focus or work experience equivalent
  • Proven experience in operations analysis and workforce management
  • Strong analytical skills with the ability to interpret data and make informed decisions
  • Excellent communication and collaboration skills
  • Ability to manage multiple tasks and projects simultaneously
  • Proficiency in relevant software and tools
Preferred Qualifications
  • 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
  • Microsoft Power BI experience