Real Time Workforce Management Analyst
Palm Beach Gardens , Florida
April 02, 2017

Johnson & Johnson Health Care Systems Inc. is recruiting for a Real Time Workforce Management Analyst and will be primarily located in Piscataway, NJ; considerations will be made for Raynham, MA; Paoli, PA; Monument, CO; Warsaw, IN; Palm Beach Gardens, FL

Johnson & Johnson Health Care Systems Inc. provides account management and customer support services to key health care customers, including hospital systems and group purchasing organizations, leading health plans, pharmacy benefit managers, and government health care institutions. The company also provides contract management, logistics and supply chain functions for the major Johnson & Johnson franchises.
Johnson & Johnson Customer Logistics Services (CLS) is a global Supply Chain organization that supports operating units across all of the Johnson & Johnson Family of Companies.  Specifically, Customer Services and Logistics (CLS) represent all Customer Experience, Distribution, Transportation, and Channel management for the Johnson & Johnson Family of Companies. This organization represents three separate sectors of the Johnson & Johnson Organization: Medical Device & Diagnostics, Pharmaceutical, and Consumer Products.  This team is represented in multiple countries, and continues to grow global visibility and responsibility.   The CLS team reports to the broader Johnson & Johnson Global Supply Chain Organization and partners closely with peer groups throughout Global Supply Chain

Real Time Workforce Management Analyst Responsibilities:
Managing intraday staffing levels
Processing all unplanned changes/adjustments to the schedule:  call outs, lates, and other off-phone activities
Determining potential impact of changes and make necessary modifications
Driving service levels through adjustment of staffing based on attendance and call volume
Monitoring call flow and agent adherence in real-time using various WFM software
Determining causes for agent activity that deviates from the schedule, and work with supervisors to meet and exceed adherence goals
Delivering daily reporting detailing drivers for SL misses
Identifying and communicating system issues affecting answer speeds 
Determining need/opportunities for intraday scheduling changes – removing offline activity in response to demand, or adding offline activity in response to availability
Assessing Supervisor requests for intraday scheduling changes and approve or deny based on need
Processing intra-week time off requests and trades in accordance with defined WFM processes
Strategically analyzing performance trends

A minimum of a Bachelor’s degree is required
Strong analytical and quantitative skills and ability to see trends and patterns in data and translate data into decisions is required
Ability to manage and coordinate multiple assignments simultaneously in a deadline-driven, fast-paced environment required
Two (2) years of contact center operations management using scheduling systems required
Capacity planning and/or resource planning experience required
Experience using Verint and/or other related workforce management software is required
Statistical modeling and forecasting experience is preferred
Proficiency with MS Excel, specifically pivot tables, vLookups, Word, and PowerPoint required
Ability to provide coverage during operational hours of 8:30am to 6:30pm EST, with after-hours coverage as needed is required
Working knowledge of PE methodology and/or certification preferred
Demonstrated ability to develop and maintain effective business partnerships Required
Up to 10% Domestic travel is required 

Primary Location
United States-New Jersey-Piscataway
Other Locations
North America-United States-Pennsylvania-Paoli, North America-United States-Florida-Palm Beach Gardens, North America-United States-Massachusetts-Raynham, North America-United States-Colorado-Monument, North America-United States-Indiana-Warsaw
Johnson & Johnson HCS Inc. (6077)
Job Function
Inventory Planning/Control
Requisition ID

A little about us:
Johnson & Johnson cares for the world - bringing innovative ideas, products and services to advance the health and well-being of people.

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