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Workforce Optimization Specialist

2 months ago

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

Abbott 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.

Job Summary

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.

Key Responsibilities
  • Develop and maintain staffing forecasts to ensure adequate coverage across all channels (phone, email, chat, social media, etc.).
  • Real-time 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.
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.

Abbott is an Equal Opportunity Employer, committed to employee diversity. We provide reasonable accommodation to qualified individuals with disabilities. To request accommodation, please call or email.