Analyst, PSC Workforce Management - Tempe, AZ or East Hanover, NJ

Role Summary

The Analyst, PSC Workforce Management will be responsible for the daily Novartis Patient Support Center (PSC) Workforce Management (WFM) operational execution. The role monitors key enterprise and program service levels and productivity across enterprise, program, team, and associate-level metrics, and manages the daily operational needs of WFM to optimize multi-site PSC service levels, productivity, adherence, and scheduling. The role participates in achieving performance goals, meeting project timelines, and embodies Novartis principles.

Responsibilities

• 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 taking action to address 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 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.

Qualifications

• Required: 1-2 years of direct experience in contact center workforce management, specifically in scheduling, skilling, and vacation management.
• Required: 1-2 years of direct experience with WFM platforms (Verint, IEX, Genesys WFM, etc.), forecasting in a workforce tool, analyzing call statistics, and designing reports.
• Required: 1-2 years of direct experience with ACD platforms (Avaya, Five9, Genesys, etc.).
• Required: Demonstrated analytical, planning, and communication skills.
• Preferred: Possess thorough understanding of contact center operational activities across phone, email, and chat channels, plus deferred workload capacity planning.
• Preferred: Direct experience with CRM platforms (Salesforce).
• Preferred: Direct experience in a multi-channel, multi-queue, and multi-site contact center.
• Preferred: Experience in a pharmaceutical or healthcare vendor contact center.

Education

• Bachelor’s degree preferred or equivalent combination of education, training, and experience.