Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters. The Position Real-Time Analyst - Workforce Management - Customer Support Center A healthier future. It's what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That's what makes us Roche.
The Opportunity: As a Workforce Management (WFM) Real-Time Analyst, you will play a critical role in providing Real-Time support and ensuring we have the "right person, in the right place, at the right time" for the Roche Support Network (RSN) Customer Support Center (CSC), a highly trained team of 250 specialists with the highest number of daily customer interactions in the RDC organization. Your primary responsibility will involve actively monitoring contact center queues and KPIs, proactively identifying opportunities, and developing improved processes/tools to maximize CSC performance. This position will work closely with CSC team members and leadership and keep them abreast of issues or opportunities through ongoing real-time analysis. This position will also collaborate closely with others on the WFM team to improve current processes and opportunities within the CSC.
As a Real-Time Analyst - Workforce Management, you will:
ensure continuous real-time monitoring of call and case flow using advanced tools such as Cisco Real-Time Monitor, Calabrio Real-Time Adherence & Intraday, and Salesforce case queues, ensuring proactive management of service levels and staff capacity.proactively monitor service levels and staffing across multiple teams and making informed real-time decisions regarding overtime, training schedules, and paid time off, including making recommendations for overtime when necessary.implement skill adjustments and support cross-training strategies across various teams to ensure flexibility and efficiency in meeting demand.optimize break and lunch scheduling to maintain maximum operational efficiency.conduct ongoing PTO and training analysis, identifying the best times for training and ensuring employees receive the necessary development at optimal times.maintain clear communication with Team Managers on real-time operational challenges, including staffing concerns, schedule adherence issues, and other relevant topics.collaborate regularly with the scheduling team, identifying and addressing potential scheduling gaps through real-time analysis.provide continuous feedback to forecasters regarding volume changes and potential future updates based on real-time insights.respond to absence callouts promptly, alert Team Managers, and assess the impact on operational performance, ensuring minimal service level disruption.collaborate on real-time responses to technical outages or other operational disruptions, ensuring quick resolution and minimal impact to service levels.drive continuous improvement and innovation, automating real-time processes where possible to maximize efficiency and impact across CSC.develop and execute proactive strategies that anticipate potential scheduling or service level challenges, ensuring a more analytical and future-focused approach to workforce management.The position is open to applicants across the U.S., though the ideal candidate to be based in the Indianapolis area.
Who You Are: Bachelor's Degree, experience may be considered in lieu of degree4 years of analytical experienceParticipation in an approved accelerated development, fellowship or rotational program may be considered in lieu of experiencePreferred Qualifications: Strong communication, attention to detail, and change management skillsAnalytical, data-driven, and able to influence across teams in a 24/7 environmentAdaptable to Roche systems, with flexible availability for contact center supportClear communicator of complex informationInnovative problem-solver, thriving in fast-paced environmentsTeam player with excellent interpersonal and virtual collaboration skillsRelocation benefits are not available for this job posting.
The expected salary range for this position based on the primary location of Indiana is $64,100-$119,100. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.
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