Call Center Analyst
Careers that Change Lives
Join a diverse team of innovators who bring their worldview, their unique backgrounds, and their individual life experiences to work every day. It’s no accident — we work hard to cultivate a workforce that reflects our patients and partners. We believe it’s the only way to drive healthcare forward and remain a global leader in medical technology and solutions.
A Day in the Life
The Workforce Management Analyst, will be responsible for deploying and optimizing Workforce Management solutions across APAC Customer Care Operations. This position will partner with management teams across operations and other functional areas to identify actionable insights and work to implement solutions geared towards operational optimization related to forecasting, production workforce scheduling, and workflow. The Workforce Management Analyst will leverage data analysis to promote a culture of accountability; report success metrics and lead all assigned Workforce Management functions while partnering closely with operations to promote a "one team" atmosphere.
Key Responsibilities:
- Work closely with operational managers to understand and maintain focus on their analytical needs, including identifying critical metrics and KPIs, and deliver actionable insights to relevant decision-makers.
- Create and maintain rich interactive visualizations through data interpretation and analysis integrating various reporting components from multiple data sources.
- Manage intra-day activities for inbound, outbound, processing and support Customer Care Operations to ensure resources are balanced appropriately and meet established service goals.
- Participate with operations leaders/project manager conduct root cause, deep-dive analysis to implements actions based on the observed and quantified trends to drive efficiency and stabilize performance.
- Conducts statistical analysis on data and information to ensure correct predictive forecasting model or algorithm that will enable leaders to make sound operational and strategic decisions
Must Have
- Bachelor’s degree in computer science, Statistics or Economics preferred.
- 2+ years’ workforce management experience.
Your Profile
- Experience in Workforce planning in a call center environment is an advantage.
- In-depth knowledge with scheduling/forecasting systems, preferably Verint
- Proficient with Microsoft Office suite, including Access.
- Excellent communication and interpersonal skills with demonstrated ability to build strong business relationships; Solution orientated with a “can do” attitude and proactive, bias for action nature;
- Proven analytical skills, including mining, evaluation, analysis, and visualization.
- Possess strong problem solving and analytical skills, including the ability to see trends and patterns in data as well as ability to develop solutions and implement a course of action.
- Strong SQL or Excel skills with the ability to learn other analytic tools.
- Advanced Microsoft Excel and PowerPoint and Power BI
About Medtronic Philippines
Established in 2015, Medtronic Philippines is committed to best-in-class patient and customer experience by delivering capacity, scalability, sustainable productivity levels and innovative solutions to our stakeholders, patients and customers. The establishment has over 450 employees on-site with more than 60% being female employees
What We Offer
- We recognize the personal worth of employees by providing an employment framework that allows personal satisfaction in work accomplished, security, advancement opportunity, and means to share in the company's success. We believe in rewarding our staff with a complete package of benefits designed to support them at every career and life stage. As a result, our employees have access to the following benefits, to name a few:
- Our global well-being program supports your physical, emotional, social and financial well-being.
- Medtronic Employee Assistance Program offers confidential support and resources to build and enhance employee and organizational resilience, productivity, teamwork and psychologically healthy workplaces.
- Various insurance benefits include Inpatient and Outpatient Medical Insurance, Life, Disability and Accident Insurance.
- We have generous employee referral programs, employees stock purchase plan, leave benefits, and more!
Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. The physical demands described within the Day in the Life section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
