Work Force Management Analyst (12-month contract)

Overview

Work Force Management Analyst (12-month contract)

The Real Time Analyst (RTA) will contribute to the Business Operations and Workforce Management team by identifying real time opportunities and trends through monitoring queues and schedules for Service & Support. The RTA will collaborate with cross functional teams to improve and maintain the customer experience.

Responsibilities

• Real-time Monitoring – Monitor queues and on-queue adherence, track SLA and performance in real time, and provide oversight and guidance across teams.
• WFM Analytics – Ensure continuity of coverage with up-to-date statistics, maintain daily activity logs, identify preventative measures to avoid SLA gaps, and back up other analysts as needed.
• Administrative – Research call instances for leadership inquiries, support WFM functions, complete required training, perform other duties as assigned, and assist with project-related activities.

Requirements

Note : On-site collaboration is prioritized; minimum in-office presence may be required per role. Remote or field-based arrangements will be indicated in the job posting.

Equal Opportunity

Becton, Dickinson and Company is an Equal Opportunity / Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

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