Workforce Analyst

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
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

Employment type
Full-time

Work arrangement
Hybrid