Job Description

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people\xe2\x80\x99s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.The PositionDoing now what patients need next. A pioneer in the development of blood glucose monitoring and insulin delivery systems, Roche Diabetes Care (RDC) is committed to helping people with diabetes everywhere in the world think less about their daily diabetes routine, so they can get true relief, day and night.We offer a broad portfolio of solutions for both people with diabetes and their professionals - from blood glucose monitoring to information management to insulin delivery to continuous glucose monitoring. Our aim is to offer innovative products, services and comprehensive solutions for convenient, efficient and effective diabetes management. Customer Care at Roche Diabetes is the front facing connection with our patients and our customers that serves as an engine for delivering value. In Customer Care, we work towards our Diabetes Care Vision and contribute to our commercial success by assisting patients, supporting our customers and partners, promoting and selling products, digital solutions, and services. We do so by acting in a customer-centric, future-oriented manner and with business sense when developing current and new services.Key Accountabilities:Position is responsible for monitoring key performance indicators (KPIs) on the day in order to take appropriate action when one or more KPIs deviate from the target by more than a threshold value, for managing shrinkage events in order to minimize the impact of these events on KPI achievement, for managing agent schedule adherence and for call center scheduling activities to assist in ensuring the correct number of agents at the right times are available to answer an accurately forecast volume of incoming calls to meet the desired service levels. This includes interacting with applicable call center workforce management applications and tools. Advises management of the status and availability of workforce1. Overall Workforce ManagementMonitors and uses applicable workforce management and related call center tools for incoming channel volume (inbound call volume, email, etc.) to take appropriate action when one or more KPIs deviate from the target, forecast workforce schedules and manage agent schedule adherence.Partners with applicable internal (local and global) contacts to coordinate coverage for customer calls.Identifies and investigates opportunities to balance workload and resources on a daily basis and communicates appropriately with internal and external resources.Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks/lunches, etc.Identifies and implements opportunities for continuous improvement.Assists in creating, maintaining and issuing metrics to drive improvement.Pro-active participation in or management of projects in order to continuously develop the processes in the area of administration and infrastructure2. Creation of the staff schedulesDetermination of personnel requirements for the staff schedulingGenerates and evaluates staffing schedules according to the defined guidelines and in coordination with the Workforce Management Team and, if required, with the corresponding Team Manager and Business PartnerEnsures schedule and personnel data updates into scheduling system.Maintenance of the Workforce Management system, so that all channels are covered and special tasks are scheduled according to defined requirements and key figures3. Intra-day management tasksImplementation of daily changes and adjustments in the staff schedulesAssists with the collection of daily unplanned exceptions (call outs, late and early departures) and planned activities such as vacations, training, and meetings. Will assist in entering these schedule modifications into the applicable workforce management tool(s).Pro-active communication with the involved interfaces as well as initiation of measuresCommunication in English (fluent in spoken and written) with Advisors, Team Managers and Business Partners.4. Support in forecasting and strategic planningActive participation in forecasting processes and relevant workforce management reportsSupport of the Customer Care team regarding forecasting and determination of workload and capacitiesAssistance in the analysis and evaluation of various scenarios regarding workforce optimization including generating short and long term forecasting scenarios as neededKey skills and Experience:Bachelor Degree with at least 2 years\xe2\x80\x99 previous industry related experience or an equivalent combination of education and experience.Quick comprehension and willingness to take responsibility, works with autonomy and flexibilityStrong organization and planning skillsSpecialized in-depth knowledge and experience in call center operations, including workforce management experience, preferredEffective problem-solving skillsMethodological competence, analytical skills and affinity for numbers and figuresIntermediate computer skills including the ability to do some advanced functions within various software packages including good knowledge of Microsoft OfficeWorkforce Management tool experience preferred.\xe2\x80\x8bWho we areAt Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we\xe2\x80\x99ve become one of the world\xe2\x80\x99s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.Roche is an Equal Opportunity Employer.

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