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We are seeking a highly skilled Workforce Management Specialist to join our team at Roche, a leading research-focused healthcare group. As a key member of our Customer Care team, you will be responsible for monitoring key performance indicators (KPIs) and taking appropriate action to ensure exceptional customer service.
About RocheAt Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity, and diversity.
About the RoleAs a Workforce Management Specialist, you will be responsible for monitoring and managing KPIs to ensure exceptional customer service. This includes managing shrinkage events to minimize their impact on KPI achievement, managing agent schedule adherence and call center scheduling activities, interacting with workforce management applications and tools to ensure accurate forecasting and scheduling, and advising management on the status and availability of workforce.
Key Responsibilities:- Monitor and manage KPIs to ensure exceptional customer service
- Manage shrinkage events to minimize their impact on KPI achievement
- Manage agent schedule adherence and call center scheduling activities
- Interact with workforce management applications and tools to ensure accurate forecasting and scheduling
- Advises management on the status and availability of workforce
- Associate's degree with at least 2 years' previous industry-related experience
- Proven ability to make quick and effective independent decisions
- Strong organization and planning skills
- Specialized knowledge and experience in call center operations, including workforce management experience
- Effective problem-solving skills
- Methodological competence, analytical skills, and affinity for numbers and figures
- Excellent communication skills, empathic, solution-oriented, and team-oriented approach
- Fluent spoken and written in English
We offer a dynamic and supportive work environment, opportunities for growth and development, and a competitive compensation package.
Roche is an Equal Opportunity Employer.
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