Note: The job is a remote job and is open to candidates in USA. Abbott is a global healthcare leader providing diagnostics, medical devices, nutritionals, and medicines. The Senior Workforce Analyst supports the Cancer Diagnostics customer service teams by leading workforce forecasting, strategic planning, KPI development, performance analytics, and contact center operational modeling. The role partners with HR, Operations, Finance, and Workforce Management leaders to optimize staffing, budgets, service delivery, and workforce performance.
Responsibilities
- Develop, implement, and maintain predictive and prescriptive analytical models (e.g., regression, time-series, optimization, simulation) to forecast workforce needs and operational demand
- Create scenario analysis models to evaluate staffing strategies, budget impacts, capacity risks, and operational outcomes
- Conduct sensitivity analysis to quantify variables affecting productivity, headcount, employee performance, and call center efficiency
- Identify workforce-related trends, risks, and opportunities to support strategic planning and operational decision-making
- Lead annual, quarterly, and long-range workforce planning cycles to align talent supply with organizational growth and service-level requirements
- Translate business projections and strategic initiatives into workforce requirements, staffing plans, and budget recommendations
- Monitor and analyze headcount trends, attrition, hiring velocity, and employee productivity across functions and business units
- Develop, maintain, and enhance employee and departmental performance balanced scorecards to measure performance against strategic objectives
- Define performance KPIs tied to efficiency, quality, productivity, and customer experience
- Partner with HR and business leaders to ensure fair, data-driven performance evaluations supported by accurate metrics and dashboards
- Support the development of performance-related incentive models and operational KPIs for contact center teams
- Track, analyze, and report on contact center operational metrics, including AHT, ASA, call volume, handle time, FCR, service-level attainment, schedule adherence, and productivity
- Provide leadership with actionable insights and operational models to enhance capacity planning, queue optimization, and workload balancing
- Serve as a strategic liaison between HR, Operations, Finance, Workforce Management, and business-line leaders
- Lead presentations for executive leadership with actionable insights and operational models focused on workforce insights, performance trends, and recommended actions
- Build and maintain interactive dashboards that track workforce KPIs, employee performance metrics, operational performance, and contact center metrics
- Ensures compliance with all Company quality procedures and guidelines, including, but not limited to, Quality Policy and Code of Business Conduct and Ethics
- Stays current with relevant guidelines and policies for medical devices (e.g., HIPAA, Medical Device Reporting, etc.)
- Conducts all assigned job duties in a timely and productive manner
- Performs all job duties according to Quality & Improvement policies and procedures
- Documents and maintains workforce management policies and procedures in Nucleus and partners with Workforce leaders
- Assists with special projects as needed
- Excellent verbal and written English communication skills
- Excellent presentation and persuasive skills
- Excellent quantitative and analytical skills
- Ability to organize work, set priorities, and work effectively in a diverse environment
- Disciplined, self-motivated, and reliable
- Ability to work alone with minimum supervision and with others in a team environment, occasionally under pressure and on several tasks at the same time
- Diligent about arriving to work on time and completing tasks that are assigned in a timely manner
- Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with all levels of the organization
- Ability to work in a team environment, positively respond to pressure, and adapt to changing workload and circumstances effectively; able to respond to new information quickly
- Ability to work on a computer and phone simultaneously
- Ability to use a telephone through a headset
- Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for 100% of a typical working day
- Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork
- Support and comply with the company’s Quality Management System policies and procedures
- Maintain regular and reliable attendance
- Ability to act with an inclusion mindset and model these behaviors for the organization
Skills
- * Bachelor's Degree in a field related to essential duties; or Associate's degree and 2 years of relevant experience; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience
- * 5 years of progressive experience in workforce planning, analytics, performance management, or contact center operations
- * Demonstrated ability applying advanced analytical models to business operations and workforce management
- * Demonstrated ability Strong background in developing and managing KPIs, scorecards, and performance dashboards
- * Advanced proficiency in workforce planning systems, HRIS, and ERP platforms (e.g., Workday, SAP, Anaplan, NICE, Verint, Calabrio)
- * Advanced proficiency using Erlang-C or similar capacity modeling methods
- * Advanced proficiency forecasting models, including call center methodologies and interval forecasting
- * Advanced proficiency in statistical modeling using Excel, SQL, Python, R, or equivalent languages
- * Strong proficiency in BI tools such as Power BI, Tableau, or Looker
- * Strong proficiency with performance management platforms and scorecard frameworks
- * Strong proficiency with analytical reasoning, problem-solving, data-driven mindset and strategic thinking abilities
- * Excellent proficiency communication skills, including the ability to simplify complex analyses
- * Demonstrated ability to collaborate across functions and manage multiple priorities
- * Demonstrated ability to perform the essential duties of the position with or without accommodation
- * Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas currently
- ***Shift: Monday – Friday 8:00am – 5:00pm (must be available to support CST)***
- * Excellent verbal and written English communication skills
- * Excellent presentation and persuasive skills
- * Excellent quantitative and analytical skills
- * Ability to organize work, set priorities, and work effectively in a diverse environment
- * Disciplined, self-motivated, and reliable
- * Ability to work alone with minimum supervision and with others in a team environment, occasionally under pressure and on several tasks at the same time
- * Ability to work on a computer and phone simultaneously
- * Ability to use a telephone through a headset
- * Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for 100% of a typical working day
- * Maintain regular and reliable attendance
- * Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)
- * Bachelor's or Master's Degree in Data Science, Statistics, Economics, Operations Research, Industrial Engineering, Business Analytics, Applied Mathematics or HR Analytics
- * Experience designing or implementing predictive workforce planning frameworks
- * Demonstrated ability to influence executive leaders through data storytelling
- * Experience in financial modeling, budgeting, or operational planning
- * Automation experience with data pipelines or workflow integration tools
- * Certifications (e.g., Tableau, Six Sigma, PMP, CCWFM)
Benefits
- Career development with an international company where you can grow the career you dream of.
- Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
- An excellent retirement savings plan with a high employer contribution.
- Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
- This position works remotely supporting our customer service teams in the Cancer Diagnostics division.
Company Overview