Work Force Management Analyst (12-month contract)

Overview

Be part of something bigger! BD is one of the largest global medical technology companies in the world. Advancing the world of health is our purpose, and it takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our products—to look at the impossible and find transformative solutions. The BD MMS Service and Support organization provides technical service and field support to BD’s dispensing customers with a mission that centers on the patient and delivering exceptional service to customers. This is a 12-month contract role within the Business Operations and Workforce Management team. The Real Time Analyst (RTA) contributes to team goals by identifying real-time opportunities and trends through monitoring queues and schedules for Service & Support, and collaborates with cross-functional teams to improve the customer experience. Responsibilities

Real-time Monitoring

– Monitor queues, on-queue adherence, real-time SLA and performance, provide oversight and guidance across teams, and manage backlog by directing partners to flex staff as required to handle real-time performance issues. WFM Analytics

– Coordinate with other analysts to ensure continuity of coverage and up-to-the-minute statistical data about the day; maintain daily activity logs of queue metrics; identify preventative measures to prevent SLA gaps; serve as back-up to Workforce Analysts and Business Operations Support Analysts. Administrative

– Assist WFM with researching call instances for leadership inquiries; collaborate and support WFM functions; ensure timely completion of required training; perform other duties and assist with project-related activities. Requirements

Minimum 1 year of real-time management experience in a metric-focused environment Demonstrated ability to solve complex Workforce Management problems Compliance with company policies, regulatory guidelines, and data privacy requirements Strong English proficiency (listening, writing, speaking) Knowledge of Genesys Cloud, Salesforce and other WFM tools Ability to explain complex technical information to technical and non-technical stakeholders High emotional intelligence, effective conflict resolution, and strong organizational skills Self-starter with ability to manage multiple priorities and tailor communications to different audiences Negotiation skills; flexible in working hours – North American daytime hours Work Environment

– On-site collaboration is emphasized; details about workplace arrangements will be indicated in the job posting for remote or field-based positions. Equal Opportunity

BD 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. To learn more about BD, visit :