AstraZeneca Pharmaceuticals LP Work Force Management- Real Time Analyst in Gaithersburg, Maryland
At AstraZeneca, we turn ideas into life changing medicines. Working here means being entrepreneurial, thinking big and working together to make the impossible a reality. We're focused on the potential of science to address the unmet needs of patients around the world. We commit to those areas where we think we can really change the course of medicine and bring big new ideas to life. As a Real Time Analyst, you'll play a pivotal role in channeling our scientific capabilities to make a positive impact on changing patients' lives. North American Commercial is the 'face' of AstraZeneca and MedImmune to our many healthcare clients. They represent many of the most well recognized and respected products in the industry, and build strong relationships with healthcare professionals.
The WFM Analyst I is responsible for contributing to a highly efficient Reimbursement contact center operation for AstraZeneca Products. The WFM Analyst partners with the Operations Management team to share responsibility for meeting service level and key performance indicator objectives across all contact channels. Ensures effective and efficient utilization of resources. Will review, analyze and assess the WFM Specialist’s forecasting and scheduling to insure performance goals are hit.
Key Roles/ Responsibilities:
·Responsible for maximizing efficiency and occupancy while meeting Service Levels and KPIs using Workforce Management Software
·Adjust intraday forecast based on current trend and historical data
·Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
·Monitor real time schedule adherence and communicate discrepancies to the Operations Management Team
·Responsible for associate skill management and load balancing
·Management of attendance line
·Completes root-cause analysis to determine and quantify reasons for SLA failure and(or) forecast variance
·Promote education and understanding of business requirements and workforce management practices among the contact center
·Generate and manage daily, weekly and or monthly WFM required reports in addition to adhoc reports
·Other duties as assigned
·Associates Degree from a two-year college or university or relevant work experience
·Minimum of 1 year of contact center experience
·Acute sense of urgency
·Excellent communication skills
·Knowledge of Microsoft Suite applications (Word, Excel, Power Point etc)
·Able to prioritize and organize effectively
·Ability to work independently
·Ability to work flexible hours (including nights and weekends as needed)
·Bachelor’s degree and or relevant work experience
· 1 – 2 year of Workforce Management experience
·Intermediate level of Microsoft Excel knowledge: Math formulas, lookup, pivot tables
·Knowledge of Workforce Management Applications: IEX, Verint, Calabrio, Five9, Avaya, Aspect
Next Steps -- Apply today!
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AstraZeneca is an equal opportunity employer. AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.