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    Analyst / Managers - Richmond, VA, United States - Abbott Laboratories

    Abbott Laboratories
    Abbott Laboratories Richmond, VA, United States

    3 weeks ago

    Abbott Laboratories background
    Description
    Abbott is a global healthcare leader that helps people live more fully at all stages of life.

    Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines.

    WORKFORCE MANAGER & OPERATIONS ANAYLST

    Working at Abbott

    At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life.

    Career development with an international company where you can grow the career you dream of.
    Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
    An excellent retirement savings plan with high employer contribution

    Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor's degree.

    A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

    The Workforce Manager & Operations Analyst is a key member of the Operations team supporting the Five9 Workforce Optimization tool, data analytics, client reporting, operational efficiency projects and problem resolution.

    This individual will interface on a regular basis with the Operations leadership team to recommend solutions and efficiency projects, report out on status and business returns of existing projects and develop templates to create efficiencies within existing reporting requirements.

    Develop and maintain staffing forecasts to ensure adequate coverage across all channels (phone, email, chat, social media, etc.).
    Analyze data to identify trends, issues, and opportunities for improvement in operations and workforce management.
    Create and produce daily/weekly/monthly operational reports to track key performance metrics and provide insights to business leaders.
    Collaborate with all Operations departments to identify and implement process improvements.
    Support key Operations projects to include planning, requirements gathering, management, analysis, training, and execution.
    Complete all special projects and other duties as assigned.

    Bachelor's degree with quantitative focus or work experience equivalent
    ~2+ years of experience in workforce management or operations analysis

    Knowledge of call center operations and customer service best practices
    Understanding of Workforce Optimization Platforms
    Extremely well-organized and capable of handling multiple projects and ad-hoc requests simultaneously
    Experience presenting and analyzing large quantities of data with strong spreadsheet and database query experience (e.g., SQL)
    Advanced experience in Excel
    SQL and database management experience (preferred)
    Microsoft Power BI experience (preferred)
    Understanding of Workforce Optimization Platforms

    Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan.

    Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:

    Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life.

    Abbott is an Equal Opportunity Employer, committed to employee diversity.
    Connect with us at on Facebook at and on Twitter @AbbottNews.
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