Workforce Analyst
About the role
About AbbVie At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit https://global.allerganaesthetics.com/. Follow Allergan Aesthetics on LinkedIn.
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.
Responsibilities
- 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