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Intraday Operations Specialist
2 meses atrás
At Roche, we are committed to delivering exceptional customer care and innovative solutions to people with diabetes worldwide. As an Intraday Operations Specialist, you will play a critical role in ensuring the smooth operation of our customer care team.
Key Responsibilities- Workforce Management
- Monitor and analyze workforce management tools to optimize staffing levels and ensure adequate coverage.
- Partner with internal stakeholders to coordinate coverage for customer calls and identify opportunities for continuous improvement.
- Develop and implement strategies to balance workload and resources, ensuring efficient use of staff schedules.
- Staff Scheduling
- Determine personnel requirements for staff scheduling and generate schedules according to defined guidelines.
- Evaluate and maintain staffing schedules to ensure all channels are covered and special tasks are scheduled according to defined requirements.
- Intra-Day Management
- Implement daily changes and adjustments to staff schedules as needed.
- Assist with collecting and entering daily unplanned exceptions and planned activities into workforce management tools.
- Communicate proactively with involved interfaces and initiate measures to address any issues.
- Forecasting and Strategic Planning
- Participate in forecasting processes and relevant workforce management reports.
- Support the Customer Care team in forecasting and determining workload and capacities.
- Assist in analyzing and evaluating various scenarios regarding workforce optimization.
- Associate's degree with previous industry-related experience or an equivalent combination of education and experience.
- Proven ability to make quick and effective independent decisions.
- Strong organization and planning skills.
- Specialized knowledge and experience in call center operations, including workforce management experience.
- Effective problem-solving skills and methodological competence.
- Fluent spoken and written communication skills in English and Spanish.
