Job Information
Medtronic Senior Workforce Management Analyst in Warsaw, Poland
Careers that Change Lives
The Senior Workforce Management Analyst (WFM Analyst) will act as a leader in the deployment and optimization of the WFM solutions across the EMEA Customer Care Operations. This position will be responsible for executing the Customer Care & Order Operations (CCOO) WFM plan, focused on acquiring a deep knowledge of the operational processes and service offerings, establishing strong relationships with Europe, Middle East, and Africa (EMEA) leaders, and Delivering WFM solutions to the EMEA Region. This position will partner with regional and country Customer Care operational leaders and other functional areas to identify areas of opportunity to increase operational efficiency and optimization related to forecasting, production workforce scheduling, and workflow.
The Senior WFM Analyst will generate and leverage data analysis results to promote a culture of accountability; report success metrics, operational performance; and lead all assigned WFM functions while partnering closely with operations to promote a "one team" atmosphere. Change your career to exploration, innovation, and championing healthcare access and equity for all. Join a healthcare technology company that alleviates pain, restores health, and extends life for more than two people every second.
A Day in the Life
• Work closely with operational managers to understand and maintain focus on their analytical needs, including identifying critical metrics and KPIs, and deliver actionable insights to relevant decision-makers.
• Proactively analyse data to answer key questions from stakeholders or out of self-initiated curiosity with an eye for what drives business performance, investigating and communicating areas for improvement in efficiency and productivity.
• Create and maintain rich interactive visualizations through data interpretation and analysis integrating various reporting components from multiple data sources.
• Create and maintain customer service staffing schedules for upcoming weeks/months for phone and Email activities to achieve service level goals.
• Prepare short- and long-term volume forecasts and support operations to determine appropriate staffing requirements.
• Assess and execute schedule changes based on feedback from management because of changing business needs and current performance results including evaluating, administering, testing, and troubleshooting requests.
• Manage and review the effectiveness of the workflow system and make improvements as needed.
• Support troubleshooting of systems and functions managed by WFM.
Must Haves
• Bachelor’s degree in computer science, Statistics or Economics preferred
• Detail oriented, able to multi-task and work within an ever-changing environment with tight turnaround times
• Demonstrate excellent communication skills in the English language with ability to relay information with tact, diplomacy, patience, and professionalism
• Proven analytical skills and technical knowledge and experience in conducting complex analysis using multiple data and visualization
• Technical writing experience in relevant areas, including queries, reports, and presentations
• Proficiency with Report visualization tools, preferably Tableau and PowerBI
• Detail oriented, able to multi-task and work within an ever-changing environment with tight turnaround times
• Ability to solve complex problems in creative, sustainable ways; including the ability to see trends and patterns in data to develop solutions and implement a course of action
• Strong time management and organizational skills
• Ability to communicate with multiple levels of management inside and outside of the department
Nice to Haves
• 3-5 years of relevant experience
• In-depth knowledge with workflow, scheduling/forecasting systems, preferably Verint
• Proficient with Microsoft Office suite, including Access
• Strong SQL or Excel skills with the ability to learn other analytic tools
We Offer
We offer a competitive salary and benefits package to all our employees:
• Flexible working environment
• Annual Incentive Plan % depending on company results
• Pension scheme and group discount on healthcare insurance
• Training possibilities via Cornerstone/Skills Lab
• Employee Assistance Program and Recognize! (our global recognition program)
Our Commitment
Our unwavering commitment to inclusion, diversity, and equity (ID&E) means zero barriers to opportunity within Medtronic and a culture where all employees belong, are respected, and feel valued for who they are and the life experiences they contribute. We know equity starts beyond our workplace, and we must play a role in addressing systemic inequities in our communities if we hope to have long-term sustainable impact. Anchored in our Mission, we continue to drive ID&E forward both to enhance the well-being of Medtronic employees and to accelerate innovation that brings our lifesaving technologies to more people in more places around the world.
About Medtronic
Bold thinking. Bolder actions. We are Medtronic.
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people. Powered by our diverse knowledge, insatiable curiosity, and desire to help all those who need it, we deliver innovative technologies that transform the lives of two people every second, every hour, every day. Expect more from us as we empower insight-driven care, experiences that put people first, and better outcomes for our world.
In everything we do, we are engineering the extraordinary .
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It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.