Workforce Management Analyst

Alcon•Fort Worth, TX

12h•Onsite

About The Position

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. Are you ready to join us? We foster an inclusive culture and are looking for diverse, talented people to join Alcon. As a Workforce Management Analyst supporting the WFM team, you will be trusted to work on workforce optimization, including reporting and forecasting, at our Fort Worth, TX location. In this role, a typical day will include: Provide real‑time intraday monitoring using tools such as Genesys PureCloud and workforce management techniques Monitor and respond to fluctuations in call volume to restore service levels as quickly as possible Manage agent scheduling, including shifts, training, vacation, meetings, overtime, offline work, and exceptions, to ensure daily service level goals are met Complete and manage daily schedule exceptions and adjustments across the organization Produce and maintain ad‑hoc and recurring reports related to service level performance Generate short‑term call volume forecasts and weekly staffing schedules Communicate effectively—in person, via email, and by phone—with call center leadership at all levels to ensure timely and accurate completion of forecasts and schedules What You Will Bring to Alcon: Bachelor’s Degree or Equivalent years of directly related experience (or high school +8 yrs; Assoc.+4 yrs) The ability to fluently read, write, understand and communicate in English How You Can Thrive at Alcon: Collaborate with teammates to share standard processes and findings as work evolves. See your career like never before with focused growth and development opportunities Join Alcon’s mission to provide outstanding, innovative products and solutions to improve sight, improve lives, and grow your career! Alcon provides robust benefits package including health, life, retirement, flexible time off, and much more! See your impact at alcon.com/careers ATTENTION: Current Alcon Employee/Contingent Worker If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site. Find Jobs for Employees Find Jobs for Contingent Worker ALCON IS AN EQUAL OPPORTUNITY EMPLOYER AND PARTICIPATES IN E-VERIFY Alcon takes pride in maintaining an inclusive environment that values different perspectives and our policies are non-discriminatory in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to [email protected] and let us know the nature of your request and your contact information. At Alcon, we are committed to helping people see better. We believe patients should have access to quality eye care regardless of their economic circumstances; however, barriers to good eye health exist for patients in both developed and emerging markets. Alcon develops and manufactures innovative devices to serve the full life cycle of eye care needs. Its surgical group is one of the largest makers of equipment used for cataract removal and laser vision correction. Its consumer products include the well-known Opti-Free line of contact lens solutions and related products. Alcon, which was founded in 1945, sells its products in 180 countries worldwide. If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site. Find Jobs for Employees Find Jobs for Contingent Worker

Requirements

Bachelor’s Degree or Equivalent years of directly related experience (or high school +8 yrs; Assoc.+4 yrs)
The ability to fluently read, write, understand and communicate in English

Responsibilities

Provide real‑time intraday monitoring using tools such as Genesys PureCloud and workforce management techniques
Monitor and respond to fluctuations in call volume to restore service levels as quickly as possible
Manage agent scheduling, including shifts, training, vacation, meetings, overtime, offline work, and exceptions, to ensure daily service level goals are met
Complete and manage daily schedule exceptions and adjustments across the organization
Produce and maintain ad‑hoc and recurring reports related to service level performance
Generate short‑term call volume forecasts and weekly staffing schedules
Communicate effectively—in person, via email, and by phone—with call center leadership at all levels to ensure timely and accurate completion of forecasts and schedules