Workforce Management Analyst
Careers that Change Lives
The WFM Analyst, will be responsible for deploying and optimizing the WFM solution across the EMEA Customer Care Operations. This position will be responsible for executing the Customer Care & Order Operations (CCOO) WFM plan, focused on forecasting, scheduling and real-time management of assigned groups and agents. This position will partner with management teams across operations and other functional areas to identify actionable insights and work to implement solutions geared toward operational optimization related to forecasting, production workforce scheduling, and workflow.
The WFM Analyst will leverage data analysis results to promote a culture of accountability; report success metrics, operational performance; and lead all assigned WFM functions while partnering closely with operations to promote a "one team" atmosphere. Change your career to exploration, innovation, and championing healthcare access and equity for all. Join a healthcare technology company that alleviates pain, restores health, and extends life for more than two people every second.
A Day in the Life
• Create and maintain customer service staffing schedules for upcoming weeks/months for phone and Email activities to achieve service level goals.
• Prepare forecasts for upcoming weeks/ months and rolling twelve months for inbound, outbound and support operations to determine appropriate staffing requirements.
• Manage intra-day activities for inbound, outbound, processing and support Customer Care Operations to ensure resources are balanced appropriately and meet established service goals.
• Assess and execute schedule changes based on feedback from management because of changing business needs and current performance results including evaluating, administering, testing, and troubleshooting requests.
• Manage and review the effectiveness of the workflow system and make improvements as needed.
Must Haves
• Bachelor’s degree in computer science, Statistics or Economics preferred
• Detail oriented, able to multi-task and work within an ever-changing environment with tight turnaround times
• 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
• Demonstrate excellent communication skills in the English language with ability to relay information with tact, diplomacy, patience, and professionalism
• Strong time management and organizational skills
• Ability to communicate with multiple levels of management inside and outside of the department
• Technical Acumen
Nice to Haves
• 2+ years’ workforce management experience
• In-depth knowledge with scheduling/forecasting systems, preferably Verint
• Proficient with Microsoft Office suite, including Access
• Technical writing experience in relevant areas, including queries, reports, and presentations
We Offer
We offer a competitive salary and benefits package to all our employees:
• Flexible working environment
• Annual Incentive Plan % depending on company results
• Pension scheme and group discount on healthcare insurance
• Training possibilities via Cornerstone/Skills Lab
• Employee Assistance Program and Recognize! (our global recognition program)
Our Commitment
Our unwavering commitment to inclusion, diversity, and equity (ID&E) means zero barriers to opportunity within Medtronic and a culture where all employees belong, are respected, and feel valued for who they are and the life experiences they contribute. We know equity starts beyond our workplace, and we must play a role in addressing systemic inequities in our communities if we hope to have long-term sustainable impact. Anchored in our Mission, we continue to drive ID&E forward both to enhance the well-being of Medtronic employees and to accelerate innovation that brings our lifesaving technologies to more people in more places around the world.
About Medtronic
Bold thinking. Bolder actions. We are Medtronic.
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people. Powered by our diverse knowledge, insatiable curiosity, and desire to help all those who need it, we deliver innovative technologies that transform the lives of two people every second, every hour, every day. Expect more from us as we empower insight-driven care, experiences that put people first, and better outcomes for our world.
In everything we do, we are engineering the extraordinary.
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