Work Force Management Analyst

**Job Description Summary**:
**Be part of something**bigger**

BD is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The BD MMS Service and Support organization provides technical service and field support to BD’s dispensing customers with a mission that’s focused on knowing there’s a patient at the center of everything we do so our pledge is to deliver exceptional service to our customers.

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

**Why Join Us?**

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

Become a maker of possible with us

**I. Purpose**

Within the Business Operations and Workforce Management team (WFM), the Real Time Analyst (RTA) will contribute to the team’s goals by identifying real time opportunities and trends, through monitoring queues and schedules for Service & Support. The RTA will collaborate with cross functional teams to improve and maintain the customer experience.

**II. Overall responsibilities**

**Real-time Monitoring** 80%

**WFM Analytics** 10%

**Administrative** 10%

**Real-time Monitoring**
- Queue and Specialist on-queue adherence activity
- SLA and performance in real-time, noting if activity is as expected or unexpected results
- Performs agent state management working across teams to provide oversight and guidance
- Perform backlog management by directing other partners to flex staff as required to handle real-time performance issues

**WFM Analytics**
- Coordinate with other analyst to ensure continuity of coverage and distribution of up-to-minute statistical data about the day
- Maintain daily WFM/RTA activity log at the interval level, recording the number of cases and calls within the queues, changes or developments within the queue, and actions taken
- Identify preventative measures to ensure SLA gaps do not occur
- Serve as a back-up to the Workforce Analysts and Business Operations Support Analysts

**Administrative**
- Assist WFM in researching call instances for inquiry requests from the leadership team
- Collaborate and support WFM functions
- Timely completion of any Company or Department required training
- Performs other duties as assigned
- Assist team with project related activities

**Requirements**:

- Min 1 year of real-time management experience within a metric-focused environment
- Demonstrated ability to work through complex Workforce Management problems
- Comply to company's standards and policies as well as regulatory guidelines and data privacy requirement
- Strong English language proficiency (listening, writing, and speaking)
- Knowledge of Genesys Cloud, Salesforce and other WFM software tools
- Ability to explain complex technical information to technical and non-technical stakeholders
- Approachable with a high degree of emotional intelligence and effective conflict resolution
- Ability to manage time efficiently by use of strong organization and prioritization skills
- Self-starter with demonstrated ability to manage multiple priorities
- Tailor communications to multiple levels of audiences
- Negotiation skills
- Flexible in working hours -North American daytime hours
- At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting._

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship st