Workforce Analyst

AbbVie•Austin, TX

7h•$24 - $43

About The Position

The Workforce Management Analyst supports workforce planning and management across multiple markets and call-type groups, helping advise an evolving operational model. The role partners with leadership to establish short-term forecasting processes and drive scheduling for the customer experience team, while contributing to the development of AbbVie’s Workforce Management capabilities and use of emerging tools and software. The analyst owns long-, mid-, and short-term planning cycles, including forecasting, scheduling, and real-time management. The role maintains forecasts and capacity plans, analyzes workforce and operational performance, ensures data integrity across telephony, IVR, WFM, and CRM tools, and works with internal and external partners to support efficient contact center operations. It also translates raw data into actionable insights through reporting, analytics, and dashboard creation.

Requirements

At least 2 years of experience in workforce planning or management.
MS Excel skills and experience with Microsoft Suite and reporting platforms; VBA, MS Excel, MS Access, SQL, and/or MS Access skills are required as stated in the posting.
Experience forecasting volume and generating schedules.
Experience gathering unstructured data and producing insights and reports using Excel.
Problem-solving and analytical experience.
Experience communicating with various levels within an organization.
Excellent time-management track record.

Nice To Haves

BA or BS degree in business or a related field.
Experience with NICE inContact.
Capacity planning or forecasting experience.
Contact center workforce management experience in a scaling environment.
Basic or working knowledge of Six Sigma tools and Lean techniques.

Responsibilities

Own long-, mid-, and short-term planning cycles, including forecasting, scheduling, and real-time management; enhance the existing locked forecast process.
Ensure data integrity within telephony, IVR, WFM, and CRM tools by reporting data, routing, and other technical issues; track and normalize volume.
Assist with daily Workforce Management responsibilities, including daily staffing requirements, vacation and holiday schedules, and PTO bidding for the Customer Service department.
Use data analytics to track and analyze individual, team, and overall workforce performance, including productivity, schedule adherence, and customer abandonment rate.
Partner with cross-functional teams, including BPO strategic sourcing, to understand capacity, headcount, location strategy, operational performance, volumes, arrival patterns, handling times, and budget allocation versus spend.
Handle ad hoc reporting requests, KPI development, attendance tracking, and dashboard creation to turn raw data into actionable insights.
Use statistical data modeling and testing to develop forecast volumes and productivity assumptions across channels and lines of business, drawing on historical data, trends, seasonality, and events.
Identify and explain fluctuations in volume, average handling time, and other assumptions, and adjust resources accordingly.
Maintain forecasts and capacity plans at various levels, including volume, average handling time, workload, shrinkage, and other staffing KPIs.
Optimize forecast accuracy at all levels through reporting and analysis of deviations.
Work with internal and external partners to help ensure efficient support center operations.
Partner with operational leadership to develop and drive new, successful metrics.