This is where you save and sustain livesAt Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.Together, we create a place where we are happy, successful, and inspire each other. This is where you can do your best work.Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.At Baxter, we are deeply connected by our mission. Regardless of your role at Baxter, your work has a positive impact on people around the world. You'll experience a sense of purpose across the organization, as we know our work improves outcomes for millions of patients.Baxter products and therapies are found in nearly every hospital in the world, in clinics and at home. For more than 85 years, we've pioneered major medical innovations that transform healthcare.#Aquí is where your skills will help save and sustain livesAs an Sr Analyst Workforce, your support will be essential for utilizing contact center software to forecast and schedule, as well as reviewing service center trends to maintain optimal staffing levels. The ideal candidate will proactively communicate intra-day risks to management, monitor team members, and assist supervisors in producing revised work schedules and identifying areas for improvement.Your teamYour work team has excellent communication skills, is service-oriented, and always focused on fulfilling objectives and goals. Your input is vital for the department to operate correctly and strive for operational excellence.What you'll do at BaxterUtilize contact center software for forecasting and scheduling to ensure the service center operates at capacity with optimal schedules.Conduct capacity planning, both long-term and short-term, in a timely and accurate manner.Review service center trends, including multi-channel inbound and outbound volume and patterns, staff productivity/utilization, attrition rates, and resource allocation to maintain appropriate staffing levels.Proactively communicate intra-day risks to management, such as staffing shortages, equipment failures, or other disruptions.Assist supervisors in producing and distributing revised work schedules based on unplanned shrinkage.Coordinate with IT and third-party vendors on system issues, tickets, projects, and upgrades.Track, analyze, and report on service center and agent performance through key indicators.Work with leadership to develop processes for shift types, vacation, and schedule exceptions, balancing employee needs with customer and patient requirements.Analyze historical data and trends to generate short-term and long-term forecasting models.Perform other duties as assigned.What You'll BringAssociates or bachelor's degree, or relevant work experience.3-5 years of experience in a Workforce Management (WFM) role.Proficiency in data analysis, reporting, and visualization tools (e.g., Excel, Tableau, Power BI).Proficiency in contact center software and metrics (e.g., Genesys, Five9, RingCentral, Avaya).Strong analytical and problem-solving skills.Excellent communication, interpersonal, and problem-solving skills.Experience with data preparation, visualization, and business intelligence tools (e.g., Power BI, Tableau, Snowflake).Ability to work in a fast-paced environment and manage multiple priorities.Proficiency in Microsoft Office (Word, Excel, Outlook).Ability to learn and adapt to new systems, processes, and products.Strong attention to detail and accuracy.Flexibility to work evenings and weekends as needed.Reasonable AccommodationsBaxter is committed to providing reasonable accommodations for individuals with disabilities. If you need an accommodation during the application or interview process, please click on the link and specify your request.Recruitment Fraud NoticeBeware of employment scams where fraudulent parties pose as Baxter representatives. For protection tips, review our Recruitment Fraud Notice. #J-18808-Ljbffr