Analyst, PSC Workforce Management

Healthcare Businesswomen’s Association; Estado de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A healthcare organization in Mexico seeks an Analyst for PSC Workforce Management. This role involves monitoring service levels, managing associate schedules, and ensuring operational efficiency in a contact center environment. The ideal candidate should have experience with workforce management platforms, strong analytical skills, and a background in customer support. Responsibilities include forecasting, scheduling, and reporting on productivity. A bachelor's degree is preferred.

Formación

• 1-2 years of direct experience in contact center workforce management.
• Experience working with WFM platforms, forecasting, and analyzing call statistics.
• Demonstrated analytical, planning, and communication skills.

Responsabilidades

• Forecasting intra-day volumes and revising forecasts.
• Ensuring proper scheduling and managing adherence.
• Monitoring support queues and managing service levels.

Conocimientos

Accounts Receivable

Calls Handling

Customer Care

Customer Experience

Customer Relationship Management (CRM)

Microsoft Excel

Salesforce Crm

Educación

Bachelor’s degree preferred

Herramientas

Verint

IEX

Genesys WFM

Avaya

Five9

Salesforce

Descripción del empleo

Job Description Summary

The Analyst, PSC Workforce Management will be responsible for the daily Novartis Patient Support
Center (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 monitoring key enterprise and program service levels, and monitoring key measures of enterprise, program, team, and associate‑level productivity.
As a member of the PSC Workforce Management group, the Analyst will manage the daily operational needs of WFM, optimizing multi‑site patient support center service levels, productivity, adherence, and scheduling. They will ensure the WFM group achieves performance goals, meets all project timelines, and embodies the Novartis principles that transform our culture to be more Inspired, Curious, and Unbossed.
As an individual contributor, the Analyst will meet monthly performance measurements and deliver on assigned responsibilities, including forecasting volumes, creating associate schedules, plotting associates into those schedules, onboarding and off‑boarding associates from WFM and applicable systems, overseeing time‑off tracking and attendance adherence, and performing analysis when service levels are at risk.

Job Description

• Forecasting intra‑day volumes and revising forecasts when actuals do not meet forecasts.
• Ensuring that associates are scheduled properly and that the schedules are being adhered to, including the management of breaks and training.
• Closely monitoring support queues for any demand increases and taking action to address any service level risks.
• Providing clear root‑cause analysis of any service level misses.
• Onboarding new associates into PSC workforce systems.
• Offboarding former associates from PSC workforce systems.
• Monitoring attendance and the PTO system to ensure proper staffing levels and plan in any given hour.
• Overseeing holiday schedule management.
• Providing information to program management leadership on agent productivity and adherence.
• Identifying opportunities for innovative automation, workload balancing, queue management, and process changes to increase predictability of the PSC’s ability to meet objectives and goals.
• Education: Bachelor’s degree preferred or equivalent combination of education, training, and experience.

Required Experience

• 1–2 years of direct experience in contact center workforce management, specifically scheduling, skilling, and vacation management.
• 1–2 years of direct experience working with WFM platforms (Verint, IEX, Genesys WFM, etc.), specifically forecasting in a workforce tool and analyzing call statistics and designing reports.
• 1–2 years of direct experience working with ACD platforms (Avaya, Five9, Genesys, etc.).
• Demonstrated analytical, planning, and communication skills.

Desired Experience

• Possess thorough understanding of contact center operational activities such as customer support on phone, email, and chat channels in addition to deferred workload capacity planning.
• Direct experience working with CRM platforms (Salesforce).
• Direct experience working in a multi‑channel, multi‑queue, and multi‑site contact center.
• Experience working in a pharmaceutical or healthcare vendor contact center.

Skills Desired

Accounts Receivable, Calls Handling, Curious Mindset, Customer Care, Customer Experience, Customer Relationship Management (CRM) Software, Customer Requirements, Customer Service, Efficiency, Installations (Computer Programs), Microsoft Access, Microsoft Excel, Mobile Devices, Relationship Building, Sales, Salesforce Crm