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In this role, you have the opportunity to

To be responsible for the call center employee schedules based upon forecasted call volumes & staffing needs to meet and continuously improve service level metrics. The WFM analyst oversees reporting, real-time monitoring, and intraday management activities of employees daily & weekly schedules.

You are responsible for (but not limited to)

They assist managers and supervisors with visibility and execution of daily activities that affects service levels. WFM Analyst is responsible for creating schedules based on trend analysis to meet staffing requirements. They are held accountable for schedule adherence, absenteeism, call volume, in chair occupancy, average call handle time and other components of the overall call and back-office workflow. They coordinate team meetings, training, and special projects. Lead staff in accordance with policies and procedures. Evaluate department processes, and recommend best practices to support the business.

To succeed in this role, you should have the following skills and experience

• Bachelor’s degree or equivalent experience

• A minimum of Three years of experience in a call center or contact center workforce management team

• Strong communication and interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner

• Ability to analyze data and make sound recommendations

• Strong organizational and time management skills

• Ability synthesize data from multiple systems and draw conclusions

• Strong written and verbal communication skills

• Experience using Microsoft Excel, Power Point, Word, Visio

• Experience and familiarity with call center technologies, especially Workforce Management systems

• Work independently in a diverse team

• Ability to use good judgment to resolving a wide range of complex issues in creative and effective ways.

• Previous experience using Interactive Intelligence (Genesys) Optimizer

• Previous experience in supporting 24/7 Call Center Workforce Management

• Previous experience with ServiceMax or Salesforce

You are a part of

An organization that is revolutionizing the future of healthcare by developing connected solutions having a positive impact on people’s health and lives

In return, we offer you

We offer you a dynamic working environment in an innovative business, which offers you excellent opportunities to further develop and fully exploit your talents. This job comes with a competitive salary, excellent benefits and up-to-date training, as well as learning and development opportunities through Philips University.

Company relocation benefits will not be provided for this position. Candidates need to live within the territory or within commuting distance.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog . Once there, you can also learn about our recruitment process , or find answers to some of the frequently asked questions .

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws.  Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

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