Be an early applicantLess than 25 applicants

Company

Johnson & Johnson · 8 hours ago

Workforce Manager - PSC

Phoenix, AZ

Full-time

Remote

Mid Level

3+ years exp

Maximize your interview chances

Health CareMedical Device

Comp. & Benefits

H1B Sponsor Likely

Insider Connection @Johnson & Johnson

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Lead a team of workforce analysts who will provide support on the responsibilities below as well handle both workforce management analytics and real time skill adjustments to ensure optimal coverage and metric attainment. Provide direction, coaching, feedback, and complete evaluations of direct reports.

Develop and implement staffing plans based on forecasted call volumes, off-queue tasks, and handle time patterns, as well as business trends. Provide recommendations for workforce optimization.

Partner with Operational leaders to create and manage employee schedules to ensure adequate coverage and efficient use of resources based on forecasted call volumes.

Analyze historical interaction data to forecast future call volumes, off-queue initiatives, and staffing needs. Track and analyze workforce performance metrics. Identify trends and areas for improvement and implement strategies to enhance productivity and employee satisfaction.

Use workforce management software to predict demand and optimize resource allocation.

Monitor key performance indicators relating to workforce management.

Monitor real-time contact center performance and adjust as necessary to maintain service levels.

Communicate with team leaders and supervisors to ensure alignment and quick response to emerging workforce management issues.

Generate and analyze reports on contact center performance, including productivity, efficiency, and adherence to schedules. Prepare and present regular reports on workforce management to the leadership team. Provide insights and recommendations based on data analysis.

Develop and update policies and procedures related to workforce management.

Implement best practices for workforce management and contact center operations.

Leverage workforce management software and tools to enhance efficiency. Stay updated on the latest technologies and trends in workforce management.

Scale the workforce management team and tools to support call volume.

Develop and update workforce-related policies and procedures as needed.

Partner with Ops leadership and other teams to align workforce management efforts with overall business objectives and priorities.

Other duties assigned based on staffing, coverage, and program needs.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Workforce managementContact center operationsMicrosoft Office ToolsHealthcare experienceWorkforce performance metricsSchedulingContact center systemsRelationship building

Required

Bachelor’s degree in related field or relevant work experience

3-5 years of contact center workforce management team leadership.

Previous experience in contact center workforce management operations.

Experience with contact center systems and implementing phone trees.

Demonstrated ability to work independently and meet goals.

Effectively communicate, orally and in writing, with clients and internal team members.

Ability to build productive internal/external working relationships.

Strong analytical and organizational skills with diligence.

Ability to proficiently use Workforce Management and Microsoft Office Tools.

Preferred

Previous experience in specialty pharmacy, healthcare setting, and/or HUB services

5-7 years of workforce management-related experience.

Prior experience in management of workforce teams.

Company

Johnson & Johnson

Glassdoor

4.2

Johnson & Johnson develops medical devices, pharmaceuticals, and consumer packaged goods.

Founded in 1886

New Brunswick, New Jersey, USA

10001+ employees

http://www.jnj.com

H1B Sponsorship

Johnson & Johnson has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (43)

2022 (55)

2021 (40)

2020 (30)