Workforce Management Analyst

Alcon Research • Fort Worth, TX

11h • 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:

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

Benefits

• Alcon provides robust benefits package including health, life, retirement, flexible time off, and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level