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Job Information

J&J Family of Companies DLVR NA CSS Associate Analyst WFM RTS in Palm Beach Gardens, Florida

Johnson & Johnson Consumer Health Care Systems Inc., a member of the Johnson & Johnson family of companies, is currently recruiting for a DLVR NA CSS Associate Analyst, Work Force Management (WFM) Real Time Skilling located in Piscataway, NJ; Raynham, MA; Palm Beach Gardens, FL; North America, United States.

Johnson & Johnson Health Care Systems Inc. (JJHCS) provides contracting, supply chain, business services, and strategic solutions to customers and commercial intermediaries of U.S.-based Johnson & Johnson companies, including hospital systems, health plans, distributors, wholesalers, purchasing organizations, government payer programs, and government healthcare institutions in the U.S. JJHCS also engages with customers to provide streamlined supply chain services for our products that seamlessly integrate with customer operations, address shared evolving market challenges to value-based care, and develop innovative solutions that improve patient care and access. *CareAdvantage, Johnson & Johnson Family of Companies, is offered through Johnson & Johnson Health Care Systems Inc. Its Supply Chain Optimization capability is provided for Johnson & Johnson Medical Devices Companies products.

Position Summary

This position works on the North America DELIVER Workforce Management (WFM) team and handles the day’s staffing plan and incoming contact volume for a three-site regional Customer Service Center to ensure that staffing levels consistently meet demand and that daily service level goals are achieved. Responsible for the real time monitoring of queues, ensuring the correct number of agents are available to answer forecasted volume of incoming calls across all queues and intervals within the contact center environment. Accountable for monitoring critical business operations and performance indicators at an interval level in real time. Support attendance reporting data collection and reporting/trending processes. Uses strong business process knowledge to make data-driven recommendations to improve Service Level across the region.

Responsibilities:

  • Work directly with Workforce Management partners (regional and global) and Operations leadership to build staffing strategies that take into account all possible variables that may impact staffing and call volume projections.

  • Use strong knowledge of operational processes and procedures to predict downstream impacts of multiple staffing strategies.

  • Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed, in real time, to ensure optimal productivity and efficiency; dedicatedly monitor associate calling behaviors, efficiency, and availability and reports opportunities to Operations team.

  • Build proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency and support in business continuity planning.

  • Run and analyze reports and bring enhancements to reporting capability.

  • Use strong analytical skillset to use data to deliver insights and action plans for adjusting staffing levels to meet regional goals.

  • Actively lead real-time discussions with Operations partners to drive business results.

  • Complete root-cause analysis to resolve and quantify reasons for forecast variance and recommend changes to improve forecast accuracy and effectiveness.

  • Maintain platform with daily exceptions requests, update schedules and respond to advanced issues and ad-hoc requests.

  • Support the integration and implementation of new call center technologies.

  • Complete required compliance/assigned training by required due date.

  • Supports key departmental projects by developing and utilizing in-depth knowledge of business processes and systems, as well as project management skills.

  • Regularly communicates in all directions to stakeholders informed of project status, process changes, and opportunities.

  • Prioritizes and manages multiple simultaneous tasks and projects in a complex business environment.

Qualifications

  • A bachelor’s degree (BS or BA) is required.

  • 3 to 5 years of relative work experience is required.

  • Strong analytical and quantitative skills and ability to see trends and patterns in data and translate data into decisions is required.

  • Self-motivation and the capacity to work under pressure and tight deadlines is required.

  • Experience solving analytical problems is required.

  • Proven ability to make informed, data-driven decisions and demonstrate sound judgment is required.

  • Capacity planning and/or resource planning experience is required.

  • Experience using Genesys, Salesforce, SAP, and Verint Software is preferred.

  • Statistical modeling and forecasting experience are preferred.

  • Ability to manage and coordinate multiple assignments simultaneously in a deadline-driven, fast-paced and changing environment is required.

  • Working knowledge of Excel, Word, and PowerPoint required,

  • Excellent organizational, verbal and written communication skills is required.

  • Working knowledge of PE methodology and/or certification preferred.

  • Demonstrated ability to develop and maintain effective business partnerships is required.

    Remote work options may be considered on a case-by-case basis and if approved by the Company.

    Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Primary Location

United States-New Jersey-Piscataway-1 Centennial Ave

Other Locations

North America-United States-Massachusetts-Raynham, North America-United States, North America-United States-Florida-Palm Beach Gardens

Organization

Johnson & Johnson Health Care Systems Inc. (6077)

Job Function

Operations

Requisition ID

2105975260W

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