Pharma Call Center WFM Analyst

S27a; United States; Remote; USD 41,328 - 50,971; Full time

Benefits offered by this job

Health, dental, and vision insurance

Retirement plan options

Paid time off

Paid parental leave

Employee assistance programs

Performance bonuses

Job summary

S27a in the United States is seeking a Workforce Management Analyst responsible for creating forecasts and schedules to optimize staffing in a pharmaceutical call center. This position requires collaboration with various departments to ensure service levels and maintain high-quality customer service.

The ideal candidate will have a Bachelor’s degree and at least 3 years of experience in contact center operations. Knowledge of WFM software and strong analytical skills are essential. A comprehensive benefits package is offered to full-time employees.

Qualifications

• Minimum 3 years of experience in contact center forecasting and scheduling.
• Experience in pharmaceutical or healthcare-related contact center operations is preferred.
• Familiarity with regulatory compliance in healthcare customer service (HIPAA, FDA guidelines).

Responsibilities

• Develop forecasts based on historical data and business trends.
• Create agent schedules while ensuring optimal coverage.
• Monitor schedule adherence and recommend improvements.
• Generate reports to support decision-making and improve processes.

Skills

Proficiency in WFM software (e.g., NICE, Verint)

Strong understanding of forecasting models

Advanced skills in Excel and Google Sheets

Analytical and problem-solving abilities

Excellent organizational skills

Strong communication skills

Education

Bachelor’s degree in Workforce Management or related field

Tools

Excel

Google Sheets

NICE

Verint

Aspect

Genesys

Job description

S27a in the United States is seeking a Workforce Management Analyst responsible for creating forecasts and schedules to optimize staffing in a pharmaceutical call center. This position requires collaboration with various departments to ensure service levels and maintain high-quality customer service.

The ideal candidate will have a Bachelor’s degree and at least 3 years of experience in contact center operations. Knowledge of WFM software and strong analytical skills are essential. A comprehensive benefits package is offered to full-time employees.