Job Opportunities in Costa Rica
August 20, 2024
Roche
San José
OTHER
Senior Shared Services Specialist-Workforce Management
Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Opportunity:
As a Senior Service Operational Excellence Specialist, you will play a critical role within the Roche Services and Solutions PST team as a Workforce Management Analyst. You will oversee operational activities across three regions, ensuring optimal forecasting, scheduling, and staffing levels to meet service and productivity goals. Additionally, you will implement strategic improvement initiatives, manage utilization trends, and propose operational enhancements. In this senior role, you will also contribute to the quality and excellence framework and actively collaborate within the global PSS chapter.
Responsibilities:
Who You Are:
Relocation benefits are not available for this job posting.
The Roche Services & Solutions as well as People Support Solutions organisations located in San Jose provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the Americas region. Today Roche employs altogether around 800 employees in Costa Rica.
The Position
We advance science so that we all have more time with the people we love.
The Opportunity:
As a Senior Service Operational Excellence Specialist, you will play a critical role within the Roche Services and Solutions PST team as a Workforce Management Analyst. You will oversee operational activities across three regions, ensuring optimal forecasting, scheduling, and staffing levels to meet service and productivity goals. Additionally, you will implement strategic improvement initiatives, manage utilization trends, and propose operational enhancements. In this senior role, you will also contribute to the quality and excellence framework and actively collaborate within the global PSS chapter.
Responsibilities:
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Performing FTE calculation for the three regions within PST as request comes in to the workforce management team through our contact channels.
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Create short-term and long-term forecasting & scheduling for PST specialists operations resources
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Provide staffing recommendations to the leadership team based on forecast assessment and provides input/findings on assignments of resources to all regions.
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Responsible for creating and maintaining detailed schedules for all employees that includes the management of shifts, lunch and breaks; time off requests, and other workforce variables as required by department leadership to track and manage.
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Monitor and adjust resource work schedules to ensure adequate resource coverage to achieve service level targets.
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Collaborate with stakeholders to build and refine event-based forecast models based on business drivers (contact volumes, business events, etc.).
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Work with the leadership team to increase employee productivity by monitoring and supporting real time adherence and metrics (schedules, call times and break times); adjust workforce schedule as required to manage to service level targets
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Generate staffing schedules that optimize a wide range of factors, including agent availability, systems rules, breaks, service levels and company policies.
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Assists in developing action plans to address data trends that are seen as a result of workforce planning.
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Check the behavior of contact channels in real time (call and chat volume) to identify any abnormalities in the volume arrival patterns
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Close collaboration / communication with local Service Desk, Level 2 team & resolver team in case of Major Incidents or upcoming problems.
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Service-now ticket queue monitoring for pending/aging tickets, sending out daily shift reports, & weekly/monthly SLA reports
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Performing in-depth analysis on volume/ SLA/ Ticket trending based on needs of the operations
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Managing the default/ emergency front end message & skill-set arrangement for the Service desk agents
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Real-time Dashboard creation/ management for data visualization
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Managing the local/ global queue closure as part of the RTA governance during business continuity plan or as requested by the leadership team.
Who You Are:
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Bachelor’s degree preferred, with strong knowledge of call center and helpdesk environments.
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At least 3 years of experience in workforce management, including forecasting and planning.
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Ability to develop and maintain cross-departmental relationships for optimal service levels.
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Practical experience with workforce management and scheduling concepts in automated tools.
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Preferred experience with workforce management software (Cisco Unified Intelligence Center, Bucher + Suter Supervisor Management Console, Teleopti), Service Now, and Google Suite applications.
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Clear and concise communication skills, including report presentation and recommendations.
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Ability to work independently and thrive in a fast-paced, dynamic team environment.
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Process-minded with a focus on improving workforce management processes and effectiveness.
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Proven decision-making abilities and flexibility in problem-solving.
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Strong team player with excellent interpersonal skills and experience in virtual team environments.
Relocation benefits are not available for this job posting.
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.
The Roche Services & Solutions as well as People Support Solutions organisations located in San Jose provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the Americas region. Today Roche employs altogether around 800 employees in Costa Rica.
Roche is an Equal Opportunity Employer.
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