Job Description

Your role at Baxter

In charge of daily efforts to deliver an effortless experience for both customers and employees. This involves providing real-time and post-mortem metrics and analysis, strategically driving operational efficiency. Responsibilities also include staff forecasting, workload management, and the creation of optimal schedules for Customer Service agents to meet established business KPI goals.

What you'll be doing

• Utilize advanced contact center software to forecast and schedule, ensuring optimal performance within the service center.
• Conduct regular generation and in-depth analysis of key contact center metrics, encompassing service level, Average Speed of Answer (ASA), and shrink.
• Implement a proactive approach to monitoring employee performance by generating insightful metrics and providing targeted coaching recommendations, thereby optimizing overall operations.
• Collaborate seamlessly with IT and third-party vendors to address system issues, manage tickets, oversee projects, and facilitate upgrades.
• Support diverse ad-hoc reporting needs and projects related to contact center operations.
• Collaborate closely with Service Center leadership to formulate effective processes for shift types and assignments, maintaining a delicate balance between employee satisfaction and exceptional customer experience.
• Conduct thorough analysis and reporting on historical data contributing to the generation of long and short-term forecasting models.
• Efficiently manage system settings for the contact center software, including administering employee permissions to ensure secure and tailored access relevant to their function.
• Oversee the setup and execution of dialers to enhance outbound communication while maximizing their effectiveness in line with organizational objectives.
• Review and maintain IVR configurations based on set specifications from the business.
• Provide training and technical assistance for any software-related inquiries concerning the contact center.
• Provide ongoing Call Center operational analysis, advance planning, and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (service level, adherence, etc.)
• Analyze call center performance history to determine shrinkage, adherence, and optimum offline activities.
• Conduct short-term and long-term forecasting and trend analysis.

What you'll bring

• Bachelor's degree preferred.
• A minimum of two to four years of relevant professional experience is required.
• Must have a general understanding of the business and contact center operations.
• Strong problem-solving and analytical skills are required.
• Knowledge of common analytical tools used in operations is required.
• Experience with Tableau or other industry business intelligence tools preferred.
• Excellent written and verbal communication skills and computer skills required.
• Ability to produce results with minimal supervision.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $60,000-$82,500 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

US Benefits at Baxter (except for Puerto Rico)

This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees.

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Recruitment Fraud Notice

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.

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