Job Description - Workforce Analyst (00001WMJ)Job Description Workforce Analyst - 00001WMJ Are you looking to make a difference in a patient’s life? At AmerisourceBergen, you will find an innovative culture that is patient focused and dedicated to making a difference.
As an organization, we are united in our responsibility to create healthier futures.
Shift: 10:00 am to 7:00 pm What you will be doingUnder general direction of the Workforce Management Manager, provides direction and management of Scheduling & Forecasting to ensure that the program planning and real-time (intra-day) management supports business and client objectives for multi-site contact center operations.PRIMARY DUTIES AND RESPONSIBILITIES:1.
Provides Scheduling & Forecasting for AmerisourceBergen Drug Corporation Customer Service.
Provides the appropriate real-time program oversight and takes appropriate action to meet service level goals and maximize efficiency.
Provides optimal resource forecasting, scheduling and identifying new schedule methods, strategies and opportunities.
Oversees the accurate compilation and distribution of information and reports to identified stakeholders.
Serves as a subject matter expert and WFM liaison for specific programs and coordinates with Operations and Project Management teams to ensure consistent business / operational goals.
Day-to-day management of scheduling and forecasting of multi-site contact centers.
Performs other related duties and assignments as required and as assigned.
What your background should look like (minimum qualifications)Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four yearBachelor's Degree Program or equivalent combination of experience and education.
Normally requires two (2) to four (4) years directly related and progressively responsible experience.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:1.
2 years experience in an inbound multi-site contact center preferred.
2 years experience performing forecasting, scheduling and intra-day staff management functions in multi-site inbound contact center preferred.
Experience with Workforce Management software (Blue Pumpkin, eWFM, IEX, etc.) preferred.
What AmerisourceBergen offers We offer competitive total rewards compensation.
Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.
Healthcare for associates and eligible dependents, same-sex and domestic partners Paid time off, including vacations and holidays Paid volunteer time off Life insurance and disability protection Pet insurance Employee Stock Purchase Program Retirement benefits and more… Throughout our global footprint and various business units, we take a balanced approach to the benefits we offer.
Many benefits are company-paid, while others are available through associate contributions.
Specific benefit offerings may vary by location, position and/or business unit.
About AmerisourceBergen AmerisourceBergen is a publicly traded Fortune 10 global healthcare solutions company and is one of the world's largest pharmaceutical services companies.
Powered by our associates around the world, we provide pharmaceutical products and business solutions that improve access to care.
We operate the backbone of the healthcare supply chain.
We drive the future of local care delivery.
We guide medical innovations to market.
We create healthier futures.
Primary LocationUnited States-Texas-Carrollton Plano Pkwy 5025 Plano Parkway Carrollton 75010 OrganizationCustomer Support JobCustomer Service/Call Center Jobs ScheduleFull-time Equal Opportunity Employer/Minority/Female/Disability/Veteran