WFM Analyst, Patient Support Center

3M HEALTHCARE; México; Presencial; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

The Analyst, PSC Workforce Management at Novartis will oversee the daily operational execution of the PSC WFM, monitoring service levels and productivity across programs, teams and associates. Location: Mexico City, Mexico.

Responsibilities include forecasting intra-day volumes, adjusting forecasts, ensuring proper scheduling, monitoring support queues, and providing root-cause analyses of service level misses to program management.

Formación

• 1–2 years in contact center WFM scheduling, skilling, and vacation management.

Responsabilidades

• Forecast intra-day volumes and adjust forecasts as needed.
• Ensure proper scheduling, breaks, trainings are managed.
• Monitor queues and address service level risks.
• Provide root‑cause analysis of service level misses.
• Onboard and off-board associates in PSC workforce systems.
• Monitor attendance and PTO to maintain staffing levels.
• Oversee holiday schedule management.
• Provide information to program management leadership on productivity and adherence.
• Identify opportunities for automation, workload balancing, and process improvements.

Conocimientos

Analytical

Planning

Communication

Educación

Bachelor’s degree

Herramientas

Verint

IEX

Genesys WFM

Avaya

Five9

Genesys

Descripción del empleo

The Analyst, PSC Workforce Management at Novartis will oversee the daily operational execution of the PSC WFM, monitoring service levels and productivity across programs, teams and associates. Location: Mexico City, Mexico.

Responsibilities include forecasting intra-day volumes, adjusting forecasts, ensuring proper scheduling, monitoring support queues, and providing root-cause analyses of service level misses to program management.