This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

Your Role:

In this role, you will be responsible for effectively providing real-time (intra-day) resource management with the purpose of optimizing staff to achieve business objectives and critical KPI’s in a multi-channel environment. This role encompasses the full spectrum of Operations including reporting, scheduling, forecasting, technology and planning. It also includes oversite of the suite of software applications ; call recordings and workforce management systems to ensure business objectives are achieved. You will also be responsible for executing data-driven decisions and identify process improvements to ensure B2B and B2H teams have the resources required to meet demand.

What you'll do:

• Utilizes contact center software forecasting and scheduling to ensure the service center is running to capacity and schedules are optimal

• Performs real-time analysis of KPI’s and responds appropriately through deployment or re-allocation of resources in real time to optimize business KPI’s

• Review service center trends, including multi-channel inbound and outbound volume and patterns, staff productivity/utilization, attrition rates, and resource allocation to maintain appropriate staffing levels

• Performs data analysis of KPI’s to identify trends/patterns, identifies root causes and makes recommendations for short and long term forecasting

• Leads review meetings with Operations to assess KPI’s and to identify/recommend opportunities to for improvement

• Prepares and reports real-time dashboard and call statistics for B2B and B2H

• Capacity planning in a timely and precise fashion both long-term and short-term

• Pro-actively identifies and communicates intra-day risks to management team

• Monitor break and lunch schedules, tardiness, and or unscheduled early departures to ensure proper staffing levels and adherence

• Monitor team members to prevent misuse of auxiliary time and post call work time

• Coordinate with IT and third-party vendors on system issues, tickets, projects, and upgrades

• Track, analyze, and report service center and agent performance through development and tracking of key indicators

• Works with Service Center Leadership to develop processes for shift types, vacation and other schedule exceptions strategies that balance employee needs and customer/patient requirements/expectations

• Performs any other related duties as required or assigned

What you'll bring:

• University Degree or College Diploma (Business, Operations, Statistics, Finance)

• Minimum 3 years experience within a Contact Centre as a Real Time Analyst within workforce management team

• Possess both an analytical and operational lens of Contact Centres

• Advanced Microsoft Excel skills – macros, pivot tables, etc.

• Ability to adapt to a constant changing environment while effectively managing priorities

• Experience analyzing and reporting on performance and financial data, conveying a clear and compelling story with recommendations and solutions

• Advanced knowledge of statistics, measurement, and quantitative analysis principles

• Excellent communication skills, both written and verbal, presentation, influencing, and relationship building skills

• Curious and can influence peers and partners without direct authority

• Excellent organizational and multitasking skills

• Excellent attention to detail

• Demonstrate ability to research, develop, lead, and manage projects of varying complexity

Nice to have:

• Workforce Management analyst certification a plus

• 5+ years of experience within a Contact Centre as a Real Time Analyst within workforce management team

• Working knowledge of Telephony systems and applications (Calabrio, NICE inContact CXone, Five9, or Genesys)

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Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to Americas_TTA@baxter.com and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice

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