Careers That Change Lives Join a diverse team of innovators who bring their worldview, their unique backgrounds, and their individual life experiences to work every day. It's no accident - we work hard to cultivate a workforce that reflects our patients and partners. We believe it's the only way to drive healthcare forward and remain a global leader in medical technology and solutions. A Day in Life The WFM Analyst, will be responsible for deploying and optimizing WFM solutions across APAC Customer Care Operations. This position will partner with management teams across operations and other functional areas to identify actionable insights and work to implement solutions geared towards operational optimization related to forecasting, production workforce scheduling, and workflow. The WFM Analyst will leverage data analysis to promote a culture of accountability report success metrics and lead all assigned WFM functions while partnering closely with operations to promote a 'one team' atmosphere. In this role, aside from planning & scheduling, the WFM Analyst should support/collaborate with the team in providing recommendations on business case creation and analytical support to wide variety of APAC Customer Care Operations to ensure to meet service level agreements (SLAs) and maintain key performance indicators (KPIs) we are committed to deliver to our Customers, patients and business groups. Key Responsibilities: Creates algorithms in order to perform data analysis that can be leveraged for process improvement analysis cleans and validates data for uniformity and accuracy interprets data collected with clear objectives according to requirement identifies valuable data sources and automates collection processes Develops, scrutinizes, mines, transforms, and models data to raise productivity, improve decision making, and gain competitive advantage - maintains analytical systems, can create data archiving governance of existing operational reports of the care center, verifies the accuracy of the data, and acts as a liaison to the business/operations. Manage and review the effectiveness of the workflow system and make improvements as needed Participate with operations leaders/project manager or can conduct root cause, deep-dive analysis to implements actions based on the observed and quantified trends to drive efficiency and stabilize performance. Work closely with management team to identify patterns in data, understand leading indicators and lagging indicators and present proof of hypotheses Conducts statistical analysis on data and information to ensure correct predictive forecasting model or algorithm that will enable leaders to make sound operational and strategic decisions Help recommends headcount modeling according to the services currently operating and upcoming services that will be transition to Manila. Must Have: Minimum Requirements: Bachelors or master's degree in Computer Science, Data Science and other Analytics or a related discipline Minimum of 3-6 years of experience in scientific or enterprise data analytics Your Profile: Experienced Data Scientist or continuous improvement leader with Enterprise orientation. Experience in programming (Macro, Python, C++ and Visual Basic), RPA (understands machine learning process) using business intelligence tools. Advanced Microsoft Excel and PowerPoint and Power BI Experience in Workforce planning in a call center environment is an advantage. Lean Six Sigma certification (yellow, green or black) is required. Excellent communication and interpersonal skills with demonstrated ability to build strong business relationships Solution orientated with a 'can do' attitude and proactive, bias for action nature
