Johnson & Johnson is currently seeking a Workforce Manager to join our Patient Service Center Team. While this role is remote the preferred candidate should reside near Pittsburgh, PA; Orlando, FL; Phoenix, AZ; Raleigh, NC.
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com/
For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.
We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued, and our people can reach their potential.
At Johnson & Johnson, we all belong.
The Workforce Manager will oversee the planning, coordination, and management of workforce resources to ensure optimal staffing levels and operational efficiency. This role requires a strategic thinker with strong analytical skills and a deep understanding of workforce management principles. This leadership role within Workforce Management will establish, promote, and scale workforce operations.
Responsibilities:
· Lead a team of workforce analysts who will provide support on the responsibilities below as well handle both workforce management analytics and real time skill adjustments to ensure optimal coverage and metric attainment. Provide direction, coaching, feedback, and complete evaluations of direct reports.
· Develop and implement staffing plans based on forecasted call volumes, off-queue tasks, and handle time patterns, as well as business trends. Provide recommendations for workforce optimization.
· Partner with Operational leaders to create and manage employee schedules to ensure adequate coverage and efficient use of resources based on forecasted call volumes.
· Analyze historical interaction data to forecast future call volumes, off-queue initiatives, and staffing needs. Track and analyze workforce performance metrics. Identify trends and areas for improvement and implement strategies to enhance productivity and employee satisfaction.
· Use workforce management software to predict demand and optimize resource allocation.
· Monitor key performance indicators relating to workforce management.
· Monitor real-time contact center performance and adjust as necessary to maintain service levels.
· Communicate with team leaders and supervisors to ensure alignment and quick response to emerging workforce management issues.
· Generate and analyze reports on contact center performance, including productivity, efficiency, and adherence to schedules. Prepare and present regular reports on workforce management to the leadership team. Provide insights and recommendations based on data analysis.
· Develop and update policies and procedures related to workforce management.
· Implement best practices for workforce management and contact center operations.
· Leverage workforce management software and tools to enhance efficiency. Stay updated on the latest technologies and trends in workforce management.
· Scale the workforce management team and tools to support call volume.
· Develop and update workforce-related policies and procedures as needed.
· Partner with Ops leadership and other teams to align workforce management efforts with overall business objectives and priorities.
· Other duties assigned based on staffing, coverage, and program needs.