Workforce Analyst

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Horsham, Pennsylvania, United States of America, Orlando, Florida, United States of America, Phoenix, Arizona, United States, Pittsburgh, Pennsylvania, United States of America, Raleigh, North Carolina, United States, Titusville, New Jersey, United States of America

Job Description:

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

We are searching for the best talent for a Workforce Analyst to be in Pittsburgh, PA; Raleigh, NC; Orlando, FL; Phoenix, AZ.

Purpose:

The Workforce Analyst supports call center operations, collaborating closely with Operations, Quality Management, IT, and Implementation teams. The employee will promote workforce best practices in reviewing and analyzing call center inbound and outbound call volumes. The Workforce Analyst will identify call center trends, forecast future workforce requirements, and provide recommendations to Operational Leadership.

Responsibilities:

• Actively monitor, track, and manage call center tasks, mitigate risks, and provide updates to various stakeholders.
• Work with internal and external customers to develop and analyze workforce initiatives.
• Create and maintain optimized schedules to meet business needs.
• Support and adjust the queues and prioritize call routing.
• Monitoring real-time performance metrics of the contact center systems, to ensure target SLAs are met and maintained.
• Partner with Operational leaders to develop and maintain team members’ schedules based on forecasted call volumes.
• Support/influence shift schedules decisions, breaks, and other off-phone projects to ensure adequate coverage.
• Generate regular contact center reports and dashboards to help support KPI reporting and overall call center performance.
• Identify workforce trends and provide results for Operations leadership.
• Analyze data related to call volumes, handling times, and other metrics to identify trends, patterns, and areas for improvement.
• Communicate trends with Ops leadership and Quality for coaching and training opportunities.
• Partner with Ops leadership and other teams to align workforce management efforts with overall business objectives and priorities.
• Effectively communicate, orally and in writing, with leadership and internal team members.
• Identify problems, explore potential solutions, and design and implement such solutions.
• Other duties assigned based on staffing, coverage, and program needs.

Required Qualifications:

• High school diploma or equivalent
• Minimum of 2 years’ experience using Genesys WFM, Aspect, Nice IEX or other Workforce Management tool.
• Relevant experience in operations or workforce management within a healthcare or pharmacy hub setting.
• Strong ability to analyze data and generate insights for performance improvement.
• Ability to build productive internal/external working relationships.

Preferred Qualifications:

• Bachelor’s degree in Reporting, Business Administration, Mathematics, Statistics or a related field.
• Professional certifications in workforce management or analytics (e.g., WFM certification).
• Experience with reporting using Excel, SQL, PowerBi or similar reporting tool.
• Ability to build productive internal/external working relationships.
• Demonstrated ability to lead teams and drive performance improvement initiatives.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.