Job Properties
  • Job Type
    Full-time Position
  • Category
    Healthcare jobs
  • Languages
  • Experience Required
  • Degree Required
    • Province
    • Date Posted
      September 09,2022
    • IMG_6430
    • VISA
    • Premium Package

    Workforce Management Analyst

    IDEXX is seeking a customer-focused and detail-oriented analyst to assume responsibility for the development in the workforce management team for Customer Support in Europe, Asia Pacific & New Zealand.

    Our Workforce Management Analyst are part of a collaborative and highly impactful Global team within our Service Enablement organization. You will work directly with IDEXX Customer Support Supervisors and Consultants across the organization - taking on exciting work and truly adding tangible value to a fast-paced organization every single day. We are always on a learning journey and are excited to have an additional Workflow Analyst accompany us.

    In the role of Workforce Management Analyst :
    This will be a multi-faceted role in which you will drive efficiency and effectiveness within the discipline of forecasting and strategic planning. You will provide direction and support to Customer Support Supervisors and Consultants regarding inquiries. You will also help in the ongoing discovery and selection of a Workforce Management tool to scale with our global responsibilities.
    You will participate in defining Customer Support objectives and Workforce team roles and responsibilities, to ultimately ensure IDEXX is delivering an exceptional Customer Experience.

    In This Role:
    You will ensure operational excellence to provide exceptional customer support through achievement of performance metrics
    You will forecast appropriate staffing levels to meet the customer and business requirement & plan for future budget and headcount needs.
    You will collaborate and align with Customer Support leadership
    You will analyze and develop processes to identify and implement technological solutions, and seek continuous improvement
    You will develop, implement and maintain policies and procedures to ensure IDEXX quality customer service
    You will have the opportunity to build out this role and help support the transition to a more global way of working

    What you need to succeed:
    Three to five years of relevant working experience ideally within a global organization
    Ability to strategically set functional goals and objectives and to execute against those plans
    Knowledge of Workforce Management products and Services including Genesys and Nice/IEX software
    Collaborative, strong analytical & problem-solving skills with a high attention to detail & ability to work in an agile environment
    A technical aptitude is important - any experience or knowledge in speech analytics is preferred
    Experience in defining development, mentoring, training or onboarding is advantageous
    Ability to work in a hybrid environment – home working available but a willingness needed to be in the office when the business requires

    Why IDEXX
    We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 10,000 talented people.
    So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

    Let’s pursue what matters together.

    IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

    IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws
    Open Positions from Idexx
    Related positions