Analyst, PSC Workforce Management - 4 Positions

Location: Phoenix/Tempe metro area, East Hanover, NJ, Mexico City, Mexico, or Hyderabad, India.

Hybrid Working Requirements: Ability to work on-site 3 days per week in hiring location.

The Analyst, PSC Workforce Management will be responsible for the daily Novartis Patient Support Center (PSC) Workforce Management (WFM) operational execution.  The role plays a critical part in the ongoing advancement of the PSC into a premier multi-channel and multi-site patient support center by the monitoring of key enterprise and program service levels and, and monitoring key measures of enterprise, program, team, and associate-level productivity.   

The Analyst will be a member of the PSC Workforce Management group who will manage the daily operational needs of WFM as the group manages and optimizes multi-site patient support center service levels, productivity, adherence, and scheduling. The role is responsible for their participation in ensuring the WFM group achieves performance goals, meets all project timelines, and embodies the Novartis principles transforming our culture to be more Inspired, Curious and Unbossed.

As an individual contributor role, the Analyst will be responsible for meeting their monthly performance measurements and delivering on their assigned responsibilities. The Analyst is responsible for forecasting volumes in assigned queues, creating associate schedules based on those forecasts, plotting associates into those schedules, onboarding, and off boarding of associates from WFM and applicable systems, overseeing time off tracking and attendance adherence, and performing analysis whenever services levels are at risk. 

Your responsibilities will include, but are not limited to:

• 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. 

This position will be located at either the Phoenix/Tempe metro area, East Hanover, NJ, Mexico City, Mexico, or Hyderabad, India and will not have the ability to be located remotely. This position will require no travel as defined by the business. Please note that this role would not provide relocation and only local candidates will be considered.

What you’ll bring to the role:

Education: Bachelor’s degree preferred or equivalent combination of education, training, and experience. 

Required 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. 

Desired Experience:

• 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. 

Commitment to Diversity & Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

You’ll Receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards

The pay range for this position at commencement of employment is expected to be between $84,000 and $126,000/year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period.  Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.