Novartis · 11 hours ago
Analyst, PSC Workforce Management - Tempe, AZ or East Hanover, NJ
Arizona
Full-time
Onsite
Entry Level
$81K/yr - $151K/yr
1+ years expNovartis Pharmaceuticals Corporation is seeking an Analyst for their Patient Support Center Workforce Management team. The Analyst will be responsible for daily operational execution, including forecasting volumes, scheduling associates, and monitoring service levels to ensure optimal productivity and adherence.
BiotechnologyHealth CareMedicalPharmaceuticalPrecision Medicine
Responsibilities
Forecasting intra-day volumes and revising forecasts when actuals do not meet forecasts
Ensuring that associates are scheduled properly and that the schedules are being adhered to, including the management of breaks and trainings
Closely monitoring support queues for any demand increases and take action to address any service level risks
Providing clear root cause analysis of any service level misses
Onboarding new associates into PSC workforce systems
Offboarding former associates from PSC workforce systems
Monitoring attendance and the PTO system to ensure proper staffing levels to plan in any given hour
Oversee holiday schedule management
Provide information to program management leadership on agent productivity and adherence
Identify opportunities for innovative automation, workload balancing, queue management, and process changes to increase predictability of the PSC’s ability to meet objectives and goals
Qualification
Required
Bachelor's degree preferred or equivalent combination of education, training, and experience
1-2 years of direct experience in contact center workforce management, specifically, experience in scheduling, skilling, and vacation management
1-2 years of direct experience working with WFM platforms (Verint, IEX, Genesys WFM, etc.), specifically, forecasting in a workforce tool and analyzing call statistics and designing reports
1-2 years of direct experience working with ACD platforms (Avaya, Five9, Genesys, etc.)
Demonstrated analytical, planning, and communication skills
Preferred
Possess thorough understanding of Contact Center operational activities such as customer support on phone, email, and chat channels in addition to deferred workload capacity planning
Direct experience working with CRM platforms (Salesforce)
Direct experience working in a multi-channel, multi-queue, and multi-site contact center
Experience working in a pharmaceutical or healthcare vendor contact center
Benefits
Health, life and disability benefits
401(k) with company contribution and match
Generous time off package including vacation, personal days, holidays and other leaves
Company
Novartis
Novartis is a pharmaceutical company that researches and develops medicines for serious diseases to improve and extend people's lives.
10001+ employees
H1B Sponsorship
Novartis 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
2025 (14)
2024 (27)
2023 (23)
2022 (27)
2021 (31)
2020 (25)
Funding
Current Stage
Public CompanyTotal Funding
$2.49BKey Investors
Bill & Melinda Gates Foundation
2024-06-19Post Ipo Debt· $2.49B
2018-02-14Grant· $6.5M
2000-05-19IPO
Leadership Team
Daniel Grant
Vice President & Global Program Head
John von Brachel
VP, Head of Content Lab
Recent News
2026-01-08
2026-01-08
2026-01-07
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