Sr. Analyst, Workforce

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

At Baxter, we are deeply connected by our mission. Regardless of your role at Baxter, your work has a positive impact on people around the world. You'll experience a sense of purpose across the organization, as we know our work improves outcomes for millions of patients.

Baxter products and therapies are found in nearly every hospital in the world, in clinics and at home. For more than 85 years, we've pioneered major medical innovations that transform healthcare.

#Aquí is where your skills will help save and sustain lives

As an Sr Analyst Workforce, your support will be essential for for utilizing contact center software to forecast and schedule, as well as reviewing service center trends to maintain optimal staffing levels. The ideal candidate will also proactively communicate identified intra-day risks to management, monitor team members, and assist supervisors in producing revised work schedules. areas for improvement.

Your team

Your work team has excellent communication skills, they are service-oriented and always oriented to the fulfillment of objectives and goals. Your input is vital for the department to function correctly and always with a view to operational excellence

What you'll do at Baxter  

• Utilize contact center software forecasting and scheduling to ensure the service center is running to capacity and schedules are optimal
• Conduct capacity planning in a timely and precise fashion, both long-term and short-term
• Review service center trends, including multi-channel inbound and outbound volume and patterns, staff productivity/utilization, attrition rates, and resource allocation to maintain appropriate staffing levels
• Proactively communicate identified intra-day risks to the management team, including staffing shortages, equipment failures, and other potential disruptions
• Assist Supervisors in producing and distributing revised work schedules based on the service center unplanned shrinkage
• Coordinate with IT and third-party vendors on system issues, tickets, projects, and upgrades
• Track, analyze, and report service center and agent performance through the development and tracking of key indicators
• Work with Service Center Leadership to develop processes for shift types, vacation, and other schedule exceptions strategies that balance employee needs and customer/patient requirements/expectations
• Analyze and report historical data and trends, and generate long-term and short-term forecasting models.
• Perform other duties as assigned (<20%)

What You'll Bring

• Associates or bachelor’s degree or relevant work experience
• 3-5 years in WFM role
• Proficiency in data analysis, reporting, and visualization tools (e.g., Excel, Tableau, Power BI)
• Proficiency in contact center software and metrics (e.g., Genesys, Five9, RingCentral, Avaya, etc.)
• Strong analytical and problem-solving skills
• Excellent communication, interpersonal, and problem-solving skills
• Experience with data preparation, data visualization and specialized/advanced business intelligence tools (e.g., Power BI, Tableau, Snowflake)
• Ability to work in a fast-paced environment and handle multiple priorities
• Working knowledge in Microsoft Office, including Word, Excel, and Outlook
• Ability to learn and adapt to new systems, processes, and products
• Strong attention to detail and accuracy
• Ability to work a flexible schedule, including evenings and weekends (as needed)

  At Baxter, we are deeply connected by our mission. Regardless of your role at Baxter, your work has a positive impact on people around the world. You'll experience a sense of purpose across the organization, as we know our work improves outcomes for millions of patients.

  Baxter products and therapies are found in nearly every hospital in the world, in clinics and at home. For more than 85 years, we've pioneered major medical innovations that transform healthcare.

  #Aquí is where your skills will help save and sustain lives

  As an Sr Analyst Workforce, your support will be essential for for utilizing contact center software to forecast and schedule, as well as reviewing service center trends to maintain optimal staffing levels. The ideal candidate will also proactively communicate identified intra-day risks to management, monitor team members, and assist supervisors in producing revised work schedules. areas for improvement.

  Your team

  Your work team has excellent communication skills, they are service-oriented and always oriented to the fulfillment of objectives and goals. Your input is vital for the department to function correctly and always with a view to operational excellence

  What you'll do at Baxter  

• Utilize contact center software forecasting and scheduling to ensure the service center is running to capacity and schedules are optimal
• Conduct capacity planning in a timely and precise fashion, both long-term and short-term
• Review service center trends, including multi-channel inbound and outbound volume and patterns, staff productivity/utilization, attrition rates, and resource allocation to maintain appropriate staffing levels
• Proactively communicate identified intra-day risks to the management team, including staffing shortages, equipment failures, and other potential disruptions
• Assist Supervisors in producing and distributing revised work schedules based on the service center unplanned shrinkage
• Coordinate with IT and third-party vendors on system issues, tickets, projects, and upgrades
• Track, analyze, and report service center and agent performance through the development and tracking of key indicators
• Work with Service Center Leadership to develop processes for shift types, vacation, and other schedule exceptions strategies that balance employee needs and customer/patient requirements/expectations
• Analyze and report historical data and trends, and generate long-term and short-term forecasting models.
• Perform other duties as assigned (<20%)

• What You'll Bring

• Associates or bachelor’s degree or relevant work experience
• 3-5 years in WFM role
• Proficiency in data analysis, reporting, and visualization tools (e.g., Excel, Tableau, Power BI)
• Proficiency in contact center software and metrics (e.g., Genesys, Five9, RingCentral, Avaya, etc.)
• Strong analytical and problem-solving skills
• Excellent communication, interpersonal, and problem-solving skills
• Experience with data preparation, data visualization and specialized/advanced business intelligence tools (e.g., Power BI, Tableau, Snowflake)
• Ability to work in a fast-paced environment and handle multiple priorities
• Working knowledge in Microsoft Office, including Word, Excel, and Outlook
• Ability to learn and adapt to new systems, processes, and products
• Strong attention to detail and accuracy
• Ability to work a flexible schedule, including evenings and weekends (as needed)

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.