Global Workforce Optimization Strategist

hace 3 semanas


Madrid, Madrid, España Society Of Workforce Planning Professionals A tiempo completo
Job Description

Society of Workforce Planning Professionals is seeking a highly skilled Global Workforce Optimization Strategist to join our team in España. As a key member of our organization, you will play a crucial role in improving the delivery of customer service by providing workforce optimization guidance.

About Us

The Medtronic Diabetes Business is one of the most dynamic and challenging spaces in the medical device industry. With over 463 million patients worldwide suffering from diabetes, we are on a mission to make a meaningful difference in their lives.

Job Summary

We are looking for an experienced Workforce Manager, Command Center who will oversee the 24x7 operation of our command center in the Diabetes Americas region. Your primary responsibility will be to optimize agent resources to meet call arrival patterns, ensuring that our customers receive exceptional service.

Responsibilities
  • Provide real-time global command center oversight to ensure seamless operations.
  • Monitor BPO and international managed operations to identify areas for improvement.
  • Develop and implement strategies to meet business service level metrics and optimize agent resources.
  • Communicate performance trends, barriers, and risks impacting the call center's ability to meet service level goals.
  • Reallocate agent resources based on current intraday interval performance spikes and dips.
  • Manage requests for scheduled activities such as meetings, trainings, and coaching.
What We Offer

We offer a competitive salary of approximately $120,000 per year, depending on experience, and a range of benefits including comprehensive health insurance, retirement savings plan, and generous paid time off.

Requirements

To succeed in this role, you will need:

  • 5+ years of experience in workforce management or a related field.
  • Proven track record of optimizing workforce resources to meet business objectives.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Bachelor's degree in a related field.
Benefits

In addition to a competitive salary and benefits package, we offer a dynamic and supportive work environment with opportunities for professional growth and development.

This is a unique opportunity to join a leading organization in the medical device industry and make a meaningful contribution to our mission to improve the lives of people with diabetes.



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