Summary
ongoing advancement of the PSC into a premier multi-channel and multi-site patient support center by the monitoring of key enterprise and program service levels and, and monitoring key measures of enterprise, program, team, and associate-level productivity.
About the Role
#LI-Hybrid
Location: Mexico City, Mexico
Relocation Support: This role is based in Mexico City, Mexico. Novartis is unable to offer relocation support: please only apply if accessible.
The Analyst, PSC Workforce Management will be responsible for the daily Novartis Patient Support
Center (PSC) Workforce Management (WFM) operational execution. The role plays a critical part in the
ongoing advancement of the PSC into a premier multi-channel and multi-site patient support center by the monitoring of key enterprise and program service levels and, and monitoring key measures of enterprise, program, team, and associate-level productivity.
The Analyst will be a member of the PSC Workforce Management group who will manage the daily
operational needs of WFM as the group manages and optimizes multi-site patient support center service levels, productivity, adherence, and scheduling. The role is responsible for their participation in ensuring the WFM group achieves performance goals, meets all project timelines, and embodies the Novartis principles transforming our culture to be more Inspired, Curious and Unbossed.
As an individual contributor role, the Analyst will be responsible for meeting their monthly performance measurements and delivering on their assigned responsibilities. The Analyst is responsible for forecasting volumes in assigned queues, creating associate schedules based on those forecasts, plotting associates into those schedules, onboarding, and off boarding of associates from WFM and applicable systems, overseeing time off tracking and attendance adherence, and performing analysis whenever services levels are at risk.
Major accountabilities:
- Forecasting intra-day volumes and revising forecasts when actuals do not meet forecasts.
- Ensuring that associates are scheduled properly and that the schedules are being adhered to, including the management of breaks and trainings.
- Closely monitoring support queues for any demand increases and take action to address any service level risks.
- Providing clear root cause analysis of any service level misses
- Onboarding new associates into PSC workforce systems
- Offboarding former associates from PSC workforce systems
- Monitoring attendance and the PTO system to ensure proper staffing levels to plan in any given hour.
- Oversee holiday schedule management.
- Provide information to program management leadership on agent productivity and adherence.
- Identify opportunities for innovative automation, workload balancing, queue management, and process changes to increase predictability of the PSC’s ability to meet objectives and goals.
Required Experience:
- 1-2 years of direct experience in contact center workforce management, specifically, experience in scheduling, skilling, and vacation management.
- 1-2 years of direct experience working with WFM platforms (Verint, IEX, Genesys WFM, etc.), specifically, forecasting in a workforce tool and analyzing call statistics and designing reports
- 1-2 years of direct experience working with ACD platforms (Avaya, Five9, Genesys, etc.)
- Demonstrated analytical, planning, and communication skills.
- Education: Bachelor’s degree
Desired Experience:
- Possess thorough understanding of Contact Center operational activities such as customer support on phone, email, and chat channels in addition to deferred workload capacity planning.
- Direct experience working with CRM platforms (Salesforce)
- Direct experience working in a multi-channel, multi-queue, and multi-site contact center.
- Experience working in a pharmaceutical or healthcare vendor contact center.
Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture
Benefits and Rewards: Learn about all the ways we’ll help you thrive personally and professionally.
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Accessibility and accommodation
Novartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e-mail to [email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
