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The Position Doing now what patients need next. A pioneer in the development of blood glucose monitoring and insulin delivery systems, Roche Diabetes Care (RDC) is committed to helping people with diabetes everywhere in the world think less about their daily diabetes routine, so they can get true relief, day and night. We offer a broad portfolio of solutions for both people with diabetes and their professionals - from blood glucose monitoring to information management to insulin delivery to continuous glucose monitoring. Our aim is to offer innovative products, services and comprehensive solutions for convenient, efficient and effective diabetes management. Customer Care at Roche Diabetes is the front facing connection with our patients and our customers that serves as an engine for delivering value. In Customer Care, we work towards our Diabetes Care Vision and contribute to our commercial success by assisting patients, supporting our customers and partners, promoting and selling products, digital solutions, and services. We do so by acting in a customer-centric, future-oriented manner and with business sense when developing current and new services.
Key Accountabilities: Overall Workforce Management
Monitors and uses applicable workforce management and related call center tools for incoming channel volume (inbound call volume, email, etc.) to take appropriate action when one or more KPIs deviate from the target, forecast workforce schedules and manage agent schedule adherence. Partners with applicable internal (local and global) contacts to coordinate coverage for customer calls. Identifies and investigates opportunities to balance workload and resources on a daily basis and communicates appropriately with internal and external resources. Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks/lunches, etc. Identifies and implements opportunities for continuous improvement. Assists in creating, maintaining and issuing metrics to drive improvement. Pro-active participation in or management of projects in order to continuously develop the processes in the area of administration and infrastructure. Creation of the staff schedules
Determination of personnel requirements for the staff scheduling. Generates and evaluates staffing schedules according to the defined guidelines and in coordination with the Workforce Management Team and, if required, with the corresponding Team Manager and Business Partner. Ensures schedule and personnel data updates into scheduling system. Maintenance of the Workforce Management system, so that all channels are covered and special tasks are scheduled according to defined requirements and key figures. Intra-day management tasks
Implementation of daily changes and adjustments in the staff schedules. Assists with the collection of daily unplanned exceptions (call outs, late and early departures) and planned activities such as vacations, training, and meetings. Will assist in entering these schedule modifications into the applicable workforce management tool(s). Pro-active communication with the involved interfaces as well as initiation of measures. Communication in English (fluent in spoken and written) with Advisors, Team Managers and Business Partners. Support in forecasting and strategic planning
Active participation in forecasting processes and relevant workforce management reports. Support of the Customer Care team regarding forecasting and determination of workload and capacities. Assistance in the analysis and evaluation of various scenarios regarding workforce optimization including generating short and long term forecasting scenarios as needed. Key skills and Experience: Associates Degree with at least 2 years' previous industry related experience or an equivalent combination of education and experience. Proven ability to make quick and effective independent decisions. Quick comprehension and willingness to take responsibility, works with autonomy and flexibility. Strong organization and planning skills. Specialized in-depth knowledge and experience in call center operations, including workforce management experience, preferred. Effective problem-solving skills. Methodological competence, analytical skills and affinity for numbers and figures. Multi-tasking, agile skills and flexible to adapt to changes. Efficient and effective oral and written communication skills. Always willing to learn and grow with an attitude to go beyond. Intermediate computer skills including the ability to do some advanced functions within various software packages including good knowledge of Microsoft Office. Workforce Management tool experience preferred. Proactive, customer focused, results oriented, team player. Excellent communication skills, empathic, solution-oriented and team-oriented approach. Fluent spoken and written in English. Who we are At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
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