Contact Center Workforce Management Forecast Analyst

AbbVie Workforce Management Consultant

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas immunology, oncology, neuroscience, and eye care and products and services in our Allergan Aesthetics portfolio.

Position will be responsible for contact center forecasting, productivity reporting and analytics and will act as a consultant to contact center leadership, providing complex information with broad operating latitude. Responsible for effectively administering the workforce management platform within the AbbVie Complete Access (ACA) contact center. Responsible for the development of the capacity planning function as a key member of call center team. Create forecasts by drawing on historical, inferred, and driver-based information. Provide analysis and maintain historical data in workforce platform to ensure optimum productivity and operational results are accurately reported. Forecast potential impacts to operations and ability to meet service goals for all activities.

Responsibilities:

• Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
• Analyzes contact center trends, including call volumes, call patterns, staff productivity and resource allocation to ensure forecasting, staffing, and scheduling plans meet business goals and objectives.
• Effectively administer the workforce management platform within the ACA contact center.
• Oversees contact center agent profiles in the WFM database to ensure optimum productivity and operational results are accurately reported- KPI's.
• Makes decisions on long term schedule needs based on forecasted call volumes and available staffing.
• Creates, maintains, and distributes real-time, historical, and custom reports on a daily/weekly/monthly basis.
• Ensures contact center leadership has the information necessary to make the appropriate business decisions regarding staffing, training, agent performance, etc.
• Establishes and facilitates regular operational review meetings with contact center leadership, Operations Managers, and Group Supervisors to review contact center agent performance as it pertains to intra-day service goals, intra -day trends, off-phone activity, and forecast variances.
• Provide analysis, presentations, and recommendations for improvement.
• Communicates necessary adjustments to workforce requirements based on changing/dynamic forecasts.
• Create and maintain capacity plans for phone and non-phone production work up to 18 months in advance.

Qualifications:

• The following qualifications are required:
• Bachelor's degree plus 5 years of Workforce Management processes and technical experience.
• Highly experienced in the use of windows-based software applications with a high functional competency in Excel, Word, PowerPoint.
• Attention to detail with a focus on accuracy.
• Proven background in forecasting and statistical analysis.
• Must have experience developing step by step processes and procedures.
• Excellent ability to communicate in both written and verbal medium in a clear and professional manner.
• Strong organization skills.
• Exceptional problem-solving skills to identify issues and address business needs.
• Ability to manage large work volumes without loss of focus or accuracy.
• Works well as a team player in a complex high energy environment.
• Demonstrate strong technical skills.
• Desire and ability to perform effectively in a dynamic and deadline driven environment.
• The following qualifications are desired:
• Prior experience with Five9 workforce management platform.
• Prior experience as a workforce management platform technical administrator.
• Pharmacy, healthcare, or insurance provider experience.
• Previous management/supervisory experience.
• Ability to transfer system knowledge and train others.
• Experience working in and supporting Contact Center platforms, such as telecom, SMS/Texting, QM, WFM, chat, and related reporting tools.
• Experience developing and generating contact center reports to maximize efficiency.
• Experience with continuous improvement preferred.
• Project Management experience a plus.

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 programs.
• This job is eligible to participate in our long-term incentive programs

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.