Customer Service Workforce Administrator

AbbVie, Inc•Austin, TX

49d

About The Position

The Customer Service Workforce Administrator 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.

Requirements

2+ years of experience in workforce planning/management
Possess a strong understanding of back-office workforce management, capacity planning/forecast modeling for contact center operations and business utility functions
MS Excel skills and experience in working with the following Microsoft Suite and Reporting Platforms: VBA, MS Excel, MS Access, SQL, and/or MS Access skills required
Experience with forecasting volume and schedule generation
Displays leadership mentality demonstrating the ability to lead and motivate teams, while fostering a collaborative work environment that empowers teamwork and cooperation.
Problem-solving and analytical experience
Strong communication (both verbal and presentational) aiding to influence workforce strategy and obtain accurate workforce inputs

Nice To Haves

BA or BS degree in business or a related field is preferred
Experience with Nice inContact
Capacity Planning/forecasting experience is strongly desired
Contact Center workforce management experience in a scaling environment preferred
Basic/Working knowledge of Six Sigma tools and Lean techniques preferred

Responsibilities

Develops, trains, and advises team regarding process activities
Work collaboratively providing guidance to broader Workforce Strategy team ensuring a strategic and consistent approach that drives workforce strategy
Service as WFM's point of contact in the absence of management
This person will run point on projects and initiatives as they are brought forth and will be SME to improving WFM processes across all functions
Provides advanced-level Ad Hoc Capacity Planning/Forecast Models and Reporting Analysis to meet complex business requirements with little, to no guidance from management
Ensure data integrity within telephony, IVR, WFM, and CRM tools by reporting data, routing issues, and other technical issues. Track and normalize volume
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 dashboard creation to convert raw data into actionable insights.
Statistical data modeling and testing to build out accurate forecast volumes and productivity assumptions across all channels and lines of businesses using historical data, trends, seasonality, and events. Quickly identify and explain fluctuations in volume, AHT, and other assumptions to adjust resources accordingly
Maintain forecasts and capacity plans at various levels, including volume, AHT, workload, shrinkage, and other staffing KPIs
Ensure optimization of forecast accuracy at all levels through reporting and analysis of deviations
Partner with operational leadership to shepherd and drive new innovative, successful metrics