Call Center Analyst - Full-time / Part-time

Careers that Change Lives:

In this role, you will be responsible for staffing, forecasting and intra-day management for the Customer Contact Center. You will ensure customer expectations are met by analyzing data and creating staffing plans for more than 100+ employees to meet intended service levels. Accountabilities include, but are not limited to, the collection and analytics of data; generating reports and other communications to stakeholders indicating trends, forecasts, correlations, and recommendations; supporting strategies, tactics, and projects with quantitative data to gauge the effectiveness and progress of initiatives; and assisting with ad-hoc requests and general strategy development. Through the use of workforce management systems, you will partner with Contact Center managers and supervisors to establish staff scheduling and intra-day management.

This position can be based anywhere in the United States

You can grow your career with us; we hope you'll consider joining our team!

A Day in the Life:

Create and maintain customer service staffing schedules for upcoming weeks/months for phone and non-phone activities to achieve service level goals

Prepare forecasts for upcoming weeks/ months and rolling twelve months for inbound, outbound and support teams to determine appropriate staffing requirements

Manage intra-day activities for inbound, outbound, processing and support customer service management to ensure resources are balanced appropriately and meet established service goals. Escalate call traffic issues to management

Monitor real-time adherence to schedule and contact supervisors/leads when appropriate to maximize productivity and contact center performance

Alert management of discrepancies regarding adherence and real-time changes in service levels

Execute schedule changes based on feedback from customer service management as a result of changing business needs and current performance results including evaluating, administering, testing and troubleshooting requests

Collect, analyze and report on data related to all contact center activities and performance indicators

Develop and analyze operational performance reports

Publish daily/weekly/monthly analysis and trending reports for the contact center

Identify, develop, and implement new reporting procedures with a focus on enhancing the customer experience

Quality monitoring and scoring

Must Haves:

Bachelor Degree in Business, Statistics or Technology preferred

2+ years workforce management experience required

In-depth knowledge with scheduling/forecasting systems, preferably Verint

Excellent verbal and written communication skills

Proficient with Microsoft Office suite, including Access

Experience in SAP or JDE preferred

Nice to Have:

Detail oriented, able to multi-task and work within an ever-changing environment with tight turnaround times

Possess strong problem solving and analytical skills, including the ability to see trends and patterns in data as well as ability to develop solutions and implement a course of action

Demonstrate excellent communication skills with ability to relay information with tact, diplomacy, patience and professionalism

Strong time management and organizational skills

Ability to communicate with multiple levels of management inside and outside of the department

ABOUT MEDTRONIC:

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let's work together to address universal healthcare needs and improve patients' lives. Help us shape the future.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. The physical demands described within the Day in the Life section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO STATEMENT:

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees