Workforce Planning Manager
Workforce Planning Manager
Careers that Change Lives
Medtronic is a global leader in medical devices – currently we are looking for a Workforce Planning Manager to be responsible for the forecasting and reporting of contact centre activity and staffing impacts across all MiniMed Care EMEA hubs.
A Day in the Life
Forecasting and Scheduling:
- Forecasts voice volume demand and other channel demand volumes and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all EMEA hubs.
- Monitors real time contact volume, both voice and non-voice channels, such as email, webchat and chatbot support and associated service levels and staffing requirements
- Trends real time call arrival patterns and adjusts staffing accordingly.
- Identifies call routing and IVR anomalies
- Analyses real time contact centre performance for same day staffing adjustments and call routing re-alignments.
- Builds and maintains robust real-time, daily and other interval reports
- Identifies real time call volume interruptions and system outages that impact contact centre performance and escalates to appropriate business continuity leaders in a timely fashion
- Maintains current and accurate agent skill-set and agent-group inventory and schedules recruiting / training as required.
- Coaches Team Leaders and other supervisory positions on effective monitoring of queues
IT/Comms liaison
· Takes responsibility for liaison between MiniMed Care and relevant IT teams regarding all contact centre technology
· Acts as the first point of contact for system outages for all MiniMed Care hubs and keeps all stakeholders informed of progress in 15-minute intervals
Compliance Management:
- Adheres to all current and future EU and regional regulatory requirements associated with customer, employee and third-party data
Must Haves
- Requires analytical skills, solid problem-solving skills, proficiency in all MS applications, but particularly in Microsoft Excel.
- Experience of implementing new software / applications
- Solutions-oriented, detail-oriented individual who understands how to effectively communicate with
multiple teams in different geographic locations. - Ability to chair daily pulse calls with a wide audience
- Strong verbal, written, and presentations skills.
- Strong and demonstrable analytical skills.
- Proactive working style.
- Able to work with minimal supervision
- Proven ability to meet deadlines with accuracy
- Proven ability to multi-task
- Demonstrated ability to quickly learn new systems and processes.
- Strong documentation skills.
- Detail oriented; accuracy is critical.
- Significant experience in a workforce management/planning role across multiple contact centre sites where you had sole responsibility for the delivery of all forecasts, planning and subsequent reporting for:
- Long range forecasts
- Intraday
- Real time
- Long range forecasts
- Experience of building brand new contact centre forecasts from raw, unused data
- Used to performing the role of conduit between the operational teams and IT
- Experience of working with customer service teams that handle significant amounts of non-contact tasks and adjusts forecasts and plans accordingly
Nice to Haves
- Above experience whilst working with Cisco platform
- Experience of working with Verint
About Medtronic
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life.
We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team.
Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.
Founded in 1949 as a medical repair company, we're now among the world's largest medical technology, services and solutions companies, employing more than 89,000 people worldwide, serving physicians, hospitals and patients in over 155 countries. With our European Operations Center for Distribution and Shared Services in Heerlen, the Bakken Research Center in Maastricht, our manufacturing facility in Kerkrade, and the Dutch sales office in Eindhoven, Medtronic Netherlands has more than 1,750 employees.
Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your career. Join us in our commitment to take healthcare Further, Together.
