Workforce 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

Company Description

About AbbVie

At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit https://global.allerganaesthetics.com/. Follow Allergan Aesthetics on LinkedIn.

Job Description

The Workforce Management Analyst role is integral to our success. You’ll use your deep experience to manage multiple markets and call-type groups that will help advise an ever-changing operational model. As a member of the team, you will partner closely with leadership to establish our process for short-term forecasting and drive scheduling for our world-class customer experience team. Learn the latest in emerging WFM tools and software, as AbbVie continues to build its Workforce Management capabilities at scale.

• Own long, mid, and short-term planning cycles - from forecasting, scheduling to real-time management. Provide enhancements to the existing locked forecast process
• Ensure data integrity within telephony, IVR, WFM, and CRM tools by reporting data, routing issues, and other technical issues. Track and normalize volume
• Assist with the daily WFM responsibilities to include daily staff requirements, vacation/holiday schedules, and PTO bidding for the Customer Service department
• Utilize data analytics to track and analyze performance of individuals, teams, and overall workforce. Monitor key metrics such as productivity, schedule adherence, and customer abandonment rate.
• Partner closely with multiple cross-functional teams including BPO strategic sourcing to understand capacity, headcount, location strategy, ops performance, volumes, arrival patterns, handling times, budget allocation vs. spend
• Ad-hoc reporting request, KPI build-out, attendance capturing, and dashboard creation to convert raw data into actionable insights.
• Statistical data modeling and testing to build out accurate forecast volumes and productivity assumptions across all channels and lines of businesses using historical data, trends, seasonality, and events. Quickly identify and explain fluctuations in volume, AHT, and other assumptions to adjust resources accordingly
• Maintain forecasts and capacity plans at various levels, including volume, AHT, workload, shrinkage, and other staffing KPIs
• Ensure optimization of forecast accuracy at all levels through reporting and analysis of deviations
• Work with our internal and external partners, ensuring our support center operates in the most efficient manner possible
• Partner with operational leadership to shepherd and drive new innovative, successful metrics

Qualifications

2+ years of experience in workforce planning/management

MS Excel skills and experience in working with the following Microsoft Suite and Reporting Platforms: VBA, MS Excel, MS Access, SQL, and/or MS Access skills required

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

Preferred Qualifications

BA or BS degree in business or a related field is preferred

Experience with Nice inContact

Capacity Planning/forecasting experience is strongly desired

Contact Center workforce management experience in a scaling environment preferred

Basic/Working knowledge of Six Sigma tools and Lean techniques preferred

Additional Information

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
• This job is eligible to participate in our short-term incentive program.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company’s sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more: https://www.abbvie.com/join-us/reasonable-accommodations.html