Strategic WFM & Forecasting Analyst

Allergan; Austin (TX); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Paid time off

401(k) plan

Job summary

AbbVie is seeking a Workforce Management Analyst to manage forecasting, scheduling, and real-time operations for the customer service center. You will collaborate with leadership to establish processes for short-term forecasting and drive staffing plans across multiple markets and channels.

You will analyze performance data, build dashboards, and create insightful reports while maintaining data integrity in WFM tools and CRM systems. Strong Excel skills and problem-solving are essential.

Qualifications

• 2+ years of experience in workforce planning/management.
• MS Excel skills and experience in: VBA, MS Excel, MS Access, SQL.
• Experience with forecasting volume and schedule generation
• Experience gathering unstructured data to produce insights and reporting using Excel
• Problem-solving and analytical experience
• Experience communicating to various levels within an organization
• Excellent time management track record

Responsibilities

• Own long, mid, and short-term planning cycles—from forecasting, scheduling to real-time management.
• Ensure data integrity within telephony, IVR, WFM, and CRM tools by reporting data and issues.
• Assist with daily WFM responsibilities including staff requirements, vacation/holiday schedules, PTO bidding.
• Utilize data analytics to track performance of individuals, teams, and overall workforce.
• Partner with cross-functional teams including BPO sourcing to understand capacity and budget.
• Ad-hoc reporting requests, KPI build-out, attendance capturing, and dashboard creation.
• Statistical data modeling to forecast volumes and productivity across channels.
• Maintain forecasts and capacity plans at various levels (volume, AHT, workload).
• Ensure optimization of forecast accuracy through reporting and analysis of deviations.
• Work with internal and external partners to maximize operations efficiency.
• Drive new metrics in collaboration with operational leadership.

Job description

AbbVie is seeking a Workforce Management Analyst to manage forecasting, scheduling, and real-time operations for the customer service center. You will collaborate with leadership to establish processes for short-term forecasting and drive staffing plans across multiple markets and channels.

You will analyze performance data, build dashboards, and create insightful reports while maintaining data integrity in WFM tools and CRM systems. Strong Excel skills and problem-solving are essential.