Workforce Management Specialist

Job description

·  Job facts

Mission:

In Customer Services, we work towards our Diabetes Care Vision and contribute to our commercial success by supporting our customers and partners, promoting and selling products, digital solutions, services as well as enabling behavioural change. We do so by acting in a customer-centric, future-oriented manner and with business sense when developing current and new services.

The Product & Digital Solutions Support (PDSS) team is run by a diverse, multicultural and passionate group of people who work every day hard to provide the best support needed to people with diabetes, retailers and healthcare professionals from 15 countries in Europe.

In Service Management, we are the backbone of Customer Services Europe, providing the unit with the right impulses and tools. As a business partner and a control tower, we ensure regulatory requirements and compliance are met and keep the business running. Our team is proactive, consultative and target-oriented, recognizing tomorrow's needs and driving their implementation with a strong focus on our values.

Job Purpose:

The holder of the position...

1. ensures that intra-day management is done in the most optimal way by constantly analyzing the situation of all lines and channels, by prioritizing tasks in the day-to-day business at the locations of Sant Cugat and Mannheim, by acting in case of deviations from the plan and by giving feedback when needed;

2. contributes to a seamless customer experience and to the achievement of all KPIs, by scheduling the Customer Care Advisors of the Product & Digital Solutions Support Department (PDSS) in the best possible way, considering the specifications of every country, line, and the planned and unplanned workload variations, while covering all training, meeting and special tasks needs, in accordance with the relevant guidelines; and

3. proactively informs the relevant Team Managers and Customer Services Business Partners in case issues are foreseen, coming up with proposals to overcome them and ensuring their implementation in a timely manner.

Key Accountabilities:

Intra-Day Management

·  Pro-active monitoring and controlling of the situation in all different lines and channels to ensure a high reachability of all services provided (control tower function)
·  Autonomous and targeted allocation/re-prioritization of tasks in the day-to-day business
·  Pro-active communication with the involved interfaces as well as initiation of measures

Creation of the staff schedules, incl. training, meetings, special tasks & home office planning

·  Analysis of the workforce needed in the PDSS Department in Sant Cugat and Mannheim, on different days and at different times, considering the forecast, the planned absences and the defined guidelines
·  Creation and maintenance of work patterns and schedules for all Customer Care Advisors
·  Maintenance of the workforce management system, ensuring that all hotlines are covered and special tasks are scheduled according to defined requirements and key figures
·  Planning of all required training activities, meetings and home office days
·  Participation in coordination meetings to prioritize different trainings and tasks

Handling of the inbox & interface management

·  Monitoring of the workforce management email inbox and implementation of all required changes and adjustments in the staff schedules
·  Acting as a contact person for questions on all aspects of workforce planning
·  Acting as an ambassador for the Service Management & Business Intelligence Department

Consulting, forecasting & strategic planning

·  Active participation in project meetings with relevant interfaces in English
·  Assistance in the analysis and evaluation of various scenarios regarding workforce optimization, defining measures for improvement and driving the operational implementation
·  Active participation in forecast and capacity planning processes, supporting the Customer Services Business Partners in forecasting and allocating the workload, and the Team Managers in deciding what profiles are needed

Agile working within Service Management

·  Support of and collaboration with other functions within the Service Management & Business Intelligence Department such as Training & Learning Management, Service Quality, Reporting & Insights, Administration & Infrastructure, making sure agile methodologies are applied and interdisciplinary exchanges happen across functions

Key skills and Experience:

·  Successfully completed further education in the field of economics or related disciplines
·  2 years of professional experience in Customer Services and/or staff scheduling & planning
·  Language skills:
·  A fluent command of English and Spanish
·  A good knowledge of German or any other European language will be very valuable
·  Good knowledge of Microsoft Office
·  Methodological competence, analytical skills and affinity for numbers and figures
·  Excellent communication skills, empathic, solution-oriented and team-oriented approach
·  Quick comprehension and willingness to take responsibility, works with autonomy and flexibility
·  Multi-tasking, agile skills and flexible to adapt to changes
·  Always willing to learn and grow with an attitude to go beyond
·  Engagement with our organization and with the Customer Services Transformation Journey

Roche is an equal opportunity employer.
Business Services & Support, Business Services & Support > General Business Operations

·  Who we are

At Roche, 98,000 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.