For the past 20 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners’ most high-profile drug and device programs.
Job Summary
The primary function of the Workforce Management Analyst will be to aid the Associate Director, Workforce Management and Insights with managing the Workforce Management platform and using Analytical tools to generate reporting within the Contact Center.
Essential Functions
- Support in providing strategic leadership by sharing responsibility for overseeing the optimization of the organization's workforce including managing staffing levels, forecasting labor needs, scheduling employees efficiently, analyzing workforce data, and implementing strategies to maximize productivity and align staffing with business objectives.
- Collaborate with various departments to ensure efficient resource allocation and workforce planning aligned with company goals.
- Execute workforce management strategies, monitor performance metrics, and lead a team of workforce analysts to identify areas for improvement and drive continuous optimization across the organization.
- Execute comprehensive workforce plans, including forecasting labor demand, staffing level requirements, and talent acquisition strategies to meet business needs.
- Utilize data analytics to track key workforce metrics like productivity, absenteeism, overtime, and adherence to schedules to identify areas for improvement and make data-driven decisions.
- Assist with the development and implementation of automated scheduling systems to ensure efficient allocation of staff across shifts and departments, considering peak demand periods and employee availability.
Necessary Skills And Abilities
- Partner with various departments including Business Development, QA, Operations, HR, and Finance to ensure alignment between workforce strategies and overall business objectives.
- Promote a positive work environment by considering employee preferences and work-life balance when developing scheduling strategies.
- Identify and implement process improvements to enhance workforce efficiency and productivity.
- Strong analytical skills with proficiency in data analysis and reporting software.
- Creative thinking.
- Ability to interpret data and provide recommendations to create efficiencies, cost savings, and help contribute to generating revenue.
- Expertise in workforce management systems and principles.
- Proficiency in data visualizations, dashboard creation via Power BI/Tableau, advanced Excel functions.
- Utilize Power BI/Tableau and Excel to collect and synthesize data to assist in decision making.
- Ability to work efficiently with high attention to detail while meeting multiple concurrent deadlines.
- Excellent communication and collaboration skills to work effectively with cross-functional teams.
- Proven ability to develop and execute strategic workforce plans.
- Strong problem-solving and decision-making skills.
Educational Requirements
- Bachelor’s degree in business preferred or equivalent experience.
Experience Requirements
- 3+ years of relevant experience working in a contact center in a leadership, reporting, analytics, or WFM role.
- 3+ years of experience working with WFM software platforms
We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed.
***ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.***
