at AbbVie in North Chicago, Illinois, United States
Job Description
Company Description
AbbVie’s mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.
Job Description
The Real-Time Analyst is responsible for overseeing the administration of the daily workforce plan via the Verint Workforce Management system. Through collaboration with business stakeholders and WFM team members, the Real-Time Analyst ensures the proper assignment of resource allocation and resource monitoring during each business day.
Responsibilities
+ Collaborate with internal stakeholders to review, revise, and update the coverage plan for the day.
+ Manage agent skills in the telephony application (Five9) to ensure the flow of telephone call volumes. Conduct regular reviews agent skilling matrices for accuracy and updates.
+ Monitor agent telephone activity in real-time to maintain coverage during operating hours. Coordinate with functional management to address any schedule deviations by agents.
+ Prepare communication for daily business collaboration meetings.
+ Monitor Key Performance Indicators (KPIs) that measure productivity, effectiveness, and schedule adherence.
+ Update WFM processes and training materials as needed due to updates provided by business stakeholders and other business directional changes.
+ Troubleshoot
+ Review newly issued and revised documents and assess the impact to the organization in collaboration with functional leadership. Design and develop business process models for quality documents in Development. Maintain system standards to ensure a consistent and seamless user experience.
+ Process onboarding requests to ensure access to the proper work systems and assignments.
+ Other projects and responsibilities as assigned.
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Qualifications
+ High School Diploma or GED is required with a minimum of 4+ years of related experience. A bachelor’s degree or an US equivalent degree is preferred.
+ Minimum 1-2 years of experience, preferably in Workforce Management. Experience in Pharma or other highly regulated industries is a plus.
+ Proficient in Microsoft Office (Excel, Word, SharePoint).
+ Outstanding interpersonal skills, and excellent verbal and written communication skills to effectively communicate and present information in a clear and concise manner to the stakeholders.
+ Exhibits strong analytical and critical thinking skills with leadership abilities, and problem-solving capabilities.
+ Solid understanding of systems operations and demonstrated excellent planning, organizational, and time management skills with the ability to support and prioritize multiple areas, both independently and as part of a team.
+ This position will report to a manager level and does not have direct reports.
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Total combined minimum experience of 2 yearsAdditional Information
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ?
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+ The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.?
+ We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.?
+ This job is eligible to participate in our short-term incentive programs. ?
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Note: No amount of pay is a considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company’s sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.
AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.
