sr analyst, workforce optimization - Night ShiftCardinal Health

What Workforce Optimization contributes to Cardinal Health
Workforce Optimization is responsible for developing and managing forecasting and scheduling models, as well as systems and methodologies needed for analysis, measurement, and assessment of volumes and staffing/scheduling effectiveness, planning and decision-making.
Accountabilities
Create 3 week forecast measuring volume and AHT
Realign the forecast based on Real Time Analyst feedback and volume/AHT trends that aren't aligning to what was anticipated
Utilizing data from the past 6, 12, 24 months to identify historical trends and anomalies
Deep dive into why the volumes and AHT forecasted aren't aligning to the day to day performance
Creating a 3 week forecast measuring headcount needed to meet goals
Meet with the Operations team to discuss upcoming SLA expectations based on the forecast and where actions are needed
Capturing any extended time off for agents and ensuring we're discussing coverage with Operations
Plotting all huddles, trainings, meetings, lunches and breaks
Plot at least 4 weeks worth of schedules for each workgroup in both phones and cases
Auditing of PTOs; current or future as to the impact it would make on SLAs and capacity modelling
Publishing schedules at least 2 weeks out from the current work week for all workgroups both phones and cases
Reviewing and discussing requests from Operations for schedule changes and validating if they can be accommodated or not based on the forecasts
Completing 95% Service Now tickets and emails within SLA so we're accurately capturing additional requests that affect the forecast
Regular cadence with the training team to discuss upcoming trainings and ensuring they're on the radar for future schedules
Reviewing the Campaigns in both Verint and Genesys to ensure we have the correct headcount in each workgroup for both phones and cases
Account/Trend level forecasting that provides insights into what's needed for capacity modeling
Maintain reporting that provides insights into operational performance (volume, AHT, ASA, shrinkage, etc.)
Wide array of projects, driven by Altyrx, Power BI, and Tableau, that will help provide insights that can provide optimized operational outputs
Qualifications
Bachelors degree required
Minimum of 2 years solid experience in Scheduling and Capacity Planning
Strong communication skills
Advanced proficiency in Microsoft Excel
Proficient in Avaya CMS and Verint
Tableau proficiency preferred
Willing to work US hours and do rotating shift on Saturdays
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
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Cardinal Health

Taguig City, Metro Manila
Permanent
Full-time