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Allergan Aesthetics, an AbbVie Company · 4 days ago

Customer Service Workforce Administrator

Austin, TX

Full-time

Onsite

Entry, Mid Level

$23/hr - $41.50/hr

2+ years exp

Allergan Aesthetics, an AbbVie company, develops and markets a portfolio of leading aesthetics brands and products. They are seeking a Customer Service Workforce Administrator to manage workforce planning and scheduling, ensuring optimal operational efficiency and performance metrics for the customer experience team.

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Responsibilities

Develops, trains, and advises team regarding process activities

Work collaboratively providing guidance to broader Workforce Strategy team ensuring a strategic and consistent approach that drives workforce strategy

Service as WFM’s point of contact in the absence of management

This person will run point on projects and initiatives as they are brought forth and will be SME to improving WFM processes across all functions

Provides advanced-level Ad Hoc Capacity Planning/Forecast Models and Reporting Analysis to meet complex business requirements with little, to no guidance from management

Ensure data integrity within telephony, IVR, WFM, and CRM tools by reporting data, routing issues, and other technical issues. Track and normalize volume

Utilize data analytics to track and analyze performance of individuals, teams, and overall workforce. Monitor key metrics such as productivity, schedule adherence, and customer abandonment rate

Partner closely with multiple cross-functional teams including BPO strategic sourcing to understand capacity, headcount, location strategy, ops performance, volumes, arrival patterns, handling times, budget allocation vs. spend

Ad-hoc reporting request, KPI build-out, attendance capturing, and dashboard creation to convert raw data into actionable insights

Statistical data modeling and testing to build out accurate forecast volumes and productivity assumptions across all channels and lines of businesses using historical data, trends, seasonality, and events. Quickly identify and explain fluctuations in volume, AHT, and other assumptions to adjust resources accordingly

Maintain forecasts and capacity plans at various levels, including volume, AHT, workload, shrinkage, and other staffing KPIs

Ensure optimization of forecast accuracy at all levels through reporting and analysis of deviations

Partner with operational leadership to shepherd and drive new innovative, successful metrics

Qualification

Workforce planningCapacity planningForecast modelingMS ExcelSQLNice inContactSix SigmaLean techniquesLeadershipProblem-solvingCommunication

Required

2+ years of experience in workforce planning/management

Possess a strong understanding of back-office workforce management, capacity planning/forecast modeling for contact center operations and business utility functions

MS Excel skills and experience in working with the following Microsoft Suite and Reporting Platforms: VBA, MS Excel, MS Access, SQL, and/or MS Access skills required

Experience with forecasting volume and schedule generation

Displays leadership mentality demonstrating the ability to lead and motivate teams, while fostering a collaborative work environment that empowers teamwork and cooperation

Problem-solving and analytical experience

Strong communication (both verbal and presentational) aiding to influence workforce strategy and obtain accurate workforce inputs