Workforce Management Specialist, - #257279

At AstraZeneca, we turn ideas into life changing medicines. Working here means being entrepreneurial, thinking big and working together to make the impossible a reality. We're focused on the potential of science to address the unmet needs of patients around the world. As a Workforce Management Specialist, you'll play a pivotal role in making a positive impact by helping patients access our life changing medicines.

Job Description

The WFM Specialist is responsible for cross-functional support services within Patient Support Operations by partnering with Operations Management to meet service levels and key performance indicator objectives across our patient services, typically provided through contact channels. This role ensures effective and efficient utilization of resources based on understanding key service drivers. This role will recommend changes to resources and business process based on data driven analysis.

This position will report into the Associate Director, Operations and will work in close partnership with other members of Patient Support team, AZ cross functional partners, and with external suppliers.

This position is based at our Gaithersburg, MD campus, headquarters for the Patient Support business unit.

 Essential Job Functions:  

• Maximize efficiency and occupancy while meeting service levels and key metrics using Workforce Management Applications
• Manage the transactional volume, daily attendance and program schedules adjusting the intraday forecast based on current trend and historical data
• Work closely with the operations team to analyze and help improve their delivery processes (adherence, skill management, work allocation etc)
• Complete root-cause analysis to determine and quantify reasons for SLA deviations and/or forecast variance
• Continuously review datasets to identify inconsistencies or errors, ensuring data integrity.
• Develop and implement data cleansing plans for accuracy and readiness.
• Identify root causes of data quality issues and devise effective solutions.
• Evaluate processes contributing to data issues and propose enhancements.
• Produce daily, biweekly and monthly reports and manage data integrity of reports
• Use trends and reports to forecast requirements and produce actionable insights
• Assist with projects and other duties as assigned
  
  
  

Education, Qualifications, Skills and Experience Requirements:

• Associates Degree or equivalent experience
• 0-1+ years work experience
• Intermediate level knowledge of contact center operations and technology
• Advanced Microsoft Excel skills (formulas, macros, pivot tables, etc)
• Ability to work independently with a sense of urgency based on prioritization
• Ability to support hours of operations (Monday-Friday 8 am – 6 pm ET)
• Hybrid work location with at least 25% designated on-site team collaboration days with at least 1 day/week on-site
• Business travel up to 10%
  
  
  

Desirable:

• Knowledge of Workforce Management Applications: CXOne, NiCE, IEX, Verint, Calabrio, Avaya, Aspect
  
  
  

The annual base salary (or hourly rate of compensation) for this position ranges from $78,000 -$117,000. However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.