**Job Description**:- We are Hiring a Real Time Analyst-New Health Care Company- 3M is establishing two industry-leading companies, creating value through the spin-off of its Health Care business, while 3M will continue to be a global material science leader, focusing our innovation to win in favorable global megatrends and attractive end markets. This new Health Care Company will be a leading global diversified health technology company with:Proven category leadership- Exposure to attractive end-markets- Innovation mindset driving improved patient outcomes- Collaborative customer relationships- Deep global regulatory experience- Operational excellence and strong cash flow- Strong sales growth and profitability with significant recurring sales- We expect the creation of the two companies will be completed by the end of 2023. For now, we will continue to operate as one global company. This role is positioned to drive the success of the "New Health Care Company".PRIMARY DUTIES/RESPONSIBILITIES:- Provide real-time monitoring via NICE/InContact system and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives- Review / manipulate forecasts to predict call volume and work load distribution based on an analysis of historical trends and external factors.- Assess appropriate staffing levels on a daily/weekly basis to achieve target service levels.- Partner with call center management and training team to handle all offline requests.- Identify and execute against opportunities to optimize operational metrics through creative scheduling analysis and recommendations.- Facilitate overtime collection, schedule shift trades, early release and call-in programs.- Compile and analyze data from various tools to manage capacity, schedule adherence, utilization and Agent work assignments.- to- face with all levels of 3M employees and vendors on business strategies and WFM software issues.- Produce on-demand reports as needed.- Must be willing to work various shifts including days, evenings, weekends, and holidays.- Other duties as needed or assigned.- Able to work on hybrid mode (WFH/Onsite) to facilitate partnership and work with the management department.- Basic Qualifications-- High School Diploma or equivalent.- Advance English (Oral and written)- Two years of Call Center experience.- Must have excellent attendance history.- Strong mathematical and data analysis skills.- Analytical, resourceful, and able to multi-task.- Ability to work effectively and exercise sound business judgment in a team environment, as well as independently without close supervision.- Ability to work a variety of flexible shifts and hours to meet the business needs.- Experience with Nice InContactPreferred Qualifications-- Working knowledge of Workforce Management and ACD software.- Experience producing reports from raw data via Excel.- Familiar with contact center metrics, scheduling principles, and operations.- Experience with Auto Dialer and IVR routing.- Bachelor degree preferred3M es un empleador que ofrece las mismas oportunidades. 3M no discriminará a ningún solicitante de empleo por razones de raza, color, edad, religión, sexo, orientación sexual, identidad o expresión de género, origen nacional, discapacidad o estado de veterano.Our approach to flexibility is called Work Your Way, which puts employees first and drives well-being in ways that enable 3M's business and performance goals. You have flexibility in where and when work gets done. It all depends on where and when you can do your best work.3M Global Terms of Use and Privacy Statement
