WORKFORCE ANALYST - PSC

Johnson & Johnson is currently seeking a Workforce Analyst to join our Patient Service Center Team.
While this role is remote the preferred candidate should reside near Pittsburgh, PA; Orlando, FL; Phoenix, AZ; Raleigh, NC.
At Johnson & Johnson, we believe health is everything.
Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal.
Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.
Learn more at https://www.
nj.
om/ For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day.
Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world.
Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.
We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve.
Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued, and our people can reach their potential.
At Johnson & Johnson, we all belong.
The Workforce Analyst supports call center operations, collaborating closely with Operations, Quality Management, IT, and Implementation teams.
The team member will promote workforce operations, setting up and adjusting phone trees, reviewing, and analyzing call center inbound and outbound call volumes.
The Workforce Analyst will identify call center trends, forecast future workforce requirements, and provide recommendations to Operational Leadership.
Responsibilities.
Actively monitor, track, and manage call center tasks, mitigate risks, and provide updates to various stakeholders.
Work with internal and external customers to develop and analyze workforce initiatives.
Implement and adjust IVR phone tree set-up.
Support and adjust the queues and prioritize call routing.
Monitoring real-time performance metrics of the IVR system, such as call queues and wait times.
Helping to make sure SLAs are being met and take initiative-taking measures to address any issues that arise by reporting to IT team members.
Partner with Operational leaders to develop and maintain team members’ schedules based on forecasted call volumes.
Support/influence shift schedules decisions, breaks, and other off-phone projects to ensure adequate coverage.
Generate regular IVR reports and dashboards to help support KPIs reporting and overall call center performance.
Identify workforce trends and provide results to Operations leadership.
Analyze data related to call volumes, handling times, and other metrics to identify trends, patterns, and areas for improvement.
Communicate trends with Ops leadership and Quality for coaching and training opportunities.
Partner with Ops leadership and other teams to align workforce management efforts with overall business objectives and priorities.
Effectively communicate, orally and in writing, with clients and internal team members.
Identify problems, explore potential solutions, and design and implement such solutions.
Other duties assigned based on staffing, coverage, and program needs.
Qualifications Required Qualifications.
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.
Preferred Qualifications.
Previous experience in specialty pharmacy, healthcare setting, and/or HUB services 3-5 years of workforce management-related experience.
Ability to build productive internal/external working relationships.
Strong analytical and organizational skills with diligence.
Ability to proficiently use Call Center Systems, Microsoft Excel, Outlook, and Word Work Environment This job operates in a professional office environment and teleworking from the employee’s home address listed in their employment file.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
When telecommuting employees must have reliable internet access in order to access required systems and software associated with the position's responsibilities.
The amount of time the employee is expected to work per day or pay period will not change as a result of participation in the teleworking program.
Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc.
Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy.
Patient Service Center expects employees teleworking to be as efficient and professional as if they were in the office.
The amount of time spent in office or teleworking is contingent upon the needs/priorities of Patient Service Center and will vary based on those needs/priorities.
Physical Demands While performing the duties of this job, the employee is regularly required to talk or hear.
The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function of the job.