Workforce Management Analyst

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact.

A Day in the Life

The WFM Analyst, will be responsible for deploying and optimizing the WFM solution across the EMEA Customer Care Operations. This position will be responsible for executing the CCOO WFM plan, focused on forecasting, scheduling and real-time management of assigned groups and agents. This position will partner with management teams across operations and other functional areas to identify actionable insights and work to implement solutions geared toward operational optimization related to forecasting, production workforce scheduling, and workflow. The WFM Analyst will leverage data analysis results to promote a culture of accountability; report success metrics, operational performance; and lead all assigned WFM functions while partnering closely with operations to promote a "one team" atmosphere.

Primary Responsibilities:

• Create and maintain customer service staffing schedules for upcoming weeks/months for phone and Email activities to achieve service level goals
• Prepare forecasts for upcoming weeks/ months and rolling twelve months for inbound, outbound and support operations to determine appropriate staffing requirements
• Manage intra-day activities for inbound, outbound, processing and support Customer Care Operations to ensure resources are balanced appropriately and meet established service goals
• Assess and execute schedule changes based on feedback from management because of changing business needs and current performance results including evaluating, administering, testing, and troubleshooting requests
• Manage and review the effectiveness of the workflow system and make improvements as needed.

Required Qualifications:

• Bachelor’s degree in computer science, Statistics or Economics preferred
• 2+ years’ workforce management experience
• In-depth knowledge with scheduling/forecasting systems, preferably Verint
• Excellent verbal and written communication skills in the English language and proven success a collaborative, team-oriented environment
• Proficient with Microsoft Office suite, including Access
• Technical writing experience in relevant areas, including queries, reports, and presentations.

Preferred Qualifications:

• Detail oriented, able to multi-task and work within an ever-changing environment with tight turnaround times
• Possess strong problem solving and analytical skills, including the ability to see trends and patterns in data as well as ability to develop solutions and implement a course of action
• Demonstrate excellent communication skills in the English language with ability to relay information with tact, diplomacy, patience, and professionalism
• Strong time management and organizational skills
• Ability to communicate with multiple levels of management inside and outside of the department
• Technical Acumen.

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 

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Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses. 

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If you have any questions, concerns regarding the authenticity of a communication alleged to have been made by or on behalf of Medtronic, please contact us immediately at [email protected]. 

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create.We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
 

Pay range / Rango salarial / Intervalo salarial /Fascia retributiva / Tranche de salaire / Gehaltsband / Salaribereik:  Poland: 100,000.00 PLN - 150,000.00 PLN | The final salary within this range will be determined based on objective, job-related criteria, including relevant experience, skills and qualifications, in accordance with our compensation framework.

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This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).