Customer Service Workforce Administrator

At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit https://global.allerganaesthetics.com/. Follow Allergan Aesthetics on LinkedIn.
Allergan Aesthetics | An AbbVie Company

The Customer Service Workforce Administrator is integral to our success. You’ll use your deep experience to manage multiple markets and call-type groups that will help advise an ever-changing operational model. As a member of the team, you will partner closely with leadership to establish our process for short-term forecasting and drive scheduling for our world-class customer experience team. Learn the latest in emerging WFM tools and software, as AbbVie continues to build its Workforce Management capabilities at scale.

Responsibilities:

• Develops, trains, and advises team regarding process activities
• Work collaboratively providing guidance to broader Workforce Strategy team ensuring a strategic and consistent approach that drives workforce strategy
• Service as WFM’s point of contact in the absence of management
• This person will run point on projects and initiatives as they are brought forth and will be SME to improving WFM processes across all functions
• Provides advanced-level Ad Hoc Capacity Planning/Forecast Models and Reporting Analysis to meet complex business requirements with little, to no guidance from management
• Ensure data integrity within telephony, IVR, WFM, and CRM tools by reporting data, routing issues, and other technical issues. Track and normalize volume
• Utilize data analytics to track and analyze performance of individuals, teams, and overall workforce. Monitor key metrics such as productivity, schedule adherence, and customer abandonment rate.
• Partner closely with multiple cross-functional teams including BPO strategic sourcing to understand capacity, headcount, location strategy, ops performance, volumes, arrival patterns, handling times, budget allocation vs. spend
• Ad-hoc reporting request, KPI build-out, attendance capturing, and dashboard creation to convert raw data into actionable insights.
• Statistical data modeling and testing to build out accurate forecast volumes and productivity assumptions across all channels and lines of businesses using historical data, trends, seasonality, and events. Quickly identify and explain fluctuations in volume, AHT, and other assumptions to adjust resources accordingly
• Maintain forecasts and capacity plans at various levels, including volume, AHT, workload, shrinkage, and other staffing KPIs
• Ensure optimization of forecast accuracy at all levels through reporting and analysis of deviations
• Partner with operational leadership to shepherd and drive new innovative, successful metrics

• 2+ years of experience in workforce planning/management
• Possess a strong understanding of back-office workforce management, capacity planning/forecast modeling for contact center operations and business utility functions
• MS Excel skills and experience in working with the following Microsoft Suite and Reporting Platforms: VBA, MS Excel, MS Access, SQL, and/or MS Access skills required
• Experience with forecasting volume and schedule generation
• Displays leadership mentality demonstrating the ability to lead and motivate teams, while fostering a collaborative work environment that empowers teamwork and cooperation.
• Problem-solving and analytical experience
• Strong communication (both verbal and presentational) aiding to influence workforce strategy and obtain accurate workforce inputs

Preferred Qualifications:

• BA or BS degree in business or a related field is preferred
• Experience with Nice inContact
• Capacity Planning/forecasting experience is strongly desired
• Contact Center workforce management experience in a scaling environment preferred
• Basic/Working knowledge of Six Sigma tools and Lean techniques preferred

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• 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. ​

• This job is eligible to participate in our long-term incentive programs​

Note: No amount of pay is 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. 

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