Medtronic Sales Administration Manager in San Antonio, Texas

Sales Administration Manager

Location:

San Antonio, Texas, United States

Requisition #:

16000NQC

Post Date:

2 days ago

ABOUT MEDTRONIC:

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

DIABETES BUSINESS DESCRIPTION:

The Diabetes Group at Medtronic is part of Medtronic plc, the global leader in medical technology. We are committed to ongoing breakthrough developments in leading-edge technology, unrivaled service and support, and uncompromising leadership. Medtronic is working with the global community to change the way people manage diabetes. Together, we will transform diabetes care by expanding access, integrating care and improving outcomes, so people with diabetes can enjoy greater freedom and better health.

POSITION DESCRIPTION:

The Workforce Management Program Manager is responsible for all facets of workforce management for a multi-site call center operation. They are required to understand the broader direction of diabetes group businesses they support and serve as a subject matter expert for forecasting and planning staffing in an environment with a high degree of complexity.

This Program Manager will be responsible for establishing and maintaining all workforce management goals associated with tracking, analyzing, and planning of work volume, headcount requirements, shrinkage, attrition, and handle time. They will act as the key facilitator and liaison with the leadership team for all things workforce management related.

Responsible for all short, mid, and long-term forecast development and variance the Program Manager for WFM will lead all activities related to all contact center trends, including schedule adherence, schedule optimization, call volumes, call patterns, staff productivity, attrition rates, real time queue management and resource allocation.


POSITION RESPONSIBILITIES:

•Drives operational excellence related to workforce management call center forecast accuracy, sets goals and reviews metrics with all levels of leadership team to ensure consistent quality performance and make proactive recommendations to minimize variances

•Develop and communicate all operational and call center short long term plans

•Monitors, tracks and analyzes call center service level performance and scheduling assumptions.

•Recommend remediation plans where necessary

•Engage business leaders in business strategy discussions all things workforce management related including determining workforce implications; translating business strategy into human capital needs and potential impacts

•Identify trends and incorporates those trends into long term FTE forecasts

•Set goals and reviews metrics with all levels of leadership team to ensure consistent quality performance

•Develop and implement changes that improve overall organizational and operational processes that create productivity and efficiency gains, simplifying the business.

•Utilize data to enhance client service, manage workflow, make changes to the business and establish an environment focused on exceptional client service.

•Build and develop a high performing team plans, organizes, staffs, directs and controls the day-to-day operations of the department to deliver on and exceed client expectations. Develops and implements policies and programs as necessary. Management responsibilities include, but are not limited to hiring, coaching, skills development, recognition and rewards, staff productivity and performance management.

BASIC QUALIFICATIONS:

IN ORDER TO BE CONSIDERED FOR THIS POSITION, THE FOLLOWING BASIC QUALIFICATIONS MUST BE EVIDENT ON YOUR RESUME

REQUIRED EDUCATION:

•Bachelor’s

REQUIRED YEARS OF EXPERIENCE:

•5+ years’ workforce management experience in call center operations or other high complex service or/or operational environment.

REQUIRED KNOWLEDGE:

•Experience with workforce management software (in particular Verint)

•Experience in business consulting, financial analysis/planning, predictive modeling/forecasting, project management, or operational analysis.

•Experience leading and managing the execution of processes, projects and tactics

•Must possess a strong background in statistical methods, modeling techniques, and expert level user of MS Excel / Suite.

DESIRED/PREFERRED QUALIFICATIONS

•Master’s degree in Business, Finance, Economics, Mathematics, or related field

•Six Sigma Certification

•5 + years analytical and finance experience compiling and analyzing data and metrics in order to recommend solutions for efficiencies

•Medical Device experience

•Knowledge of Diabetes disease state

•Superior Analytical and Communication skills

•Experience leading and developing employees/teams

•Strong verbal and written communication skills, including the ability to effectively present material appropriate to the level of the audience

•Experience working in fast pace environment with ability to manage multiple projects, appropriately prioritize workload, plan for resources to meet deadlines and goals, and respond to day-to-day functional needs.

•Change Agent – Ability to lead and be productive through organization change and challenges

•Work across the organization as a thought partner; maneuvers through matrix complex policy, process, and people-related organizational dynamics

•Trusted partner/influencer to bring increased credibility to the capacity planning function and gain buy-in from all levels of the organization

•Ability to effectively communicate and/or present capacity plans and respond to questions from technical groups and management within IDEXX.

•Building partnerships and working collaboratively with others to meet shared objectives with diplomacy and confidentiality between multiple groups across the organization.

PHYSICAL JOB REQUIREMENTS:

•The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers.

•The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job involve normal vision.

•The employee is occasionally required to reach with hands and arms

EEO STATEMENT:

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.

This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees

DISCLAIMER:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.