[Hiring] Senior Workforce Analyst @Abbott

Role Description

This position works remotely supporting our customer service teams in the Cancer Diagnostics division. We’re empowering smarter medical and economic decision-making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.

The Senior Workforce Analyst plays a key role in informing enterprise workforce and operational decisions through advanced analytics, strategic workforce planning, and performance management. This position leads complex forecasting, KPI development, and performance scorecards that support significant workforce investments, operating budgets, and service delivery decisions across multiple business units.

• Develop, implement, and maintain predictive and prescriptive analytical models (e.g., regression, time-series, optimization, simulation) to forecast workforce needs and operational demand.
• Create scenario analysis models to evaluate staffing strategies, budget impacts, capacity risks, and operational outcomes.
• Conduct sensitivity analysis to quantify variables affecting productivity, headcount, employee performance, and call center efficiency.
• Identify workforce-related trends, risks, and opportunities to support strategic planning and operational decision-making.
• Lead annual, quarterly, and long-range workforce planning cycles to align talent supply with organizational growth and service-level requirements.
• Translate business projections and strategic initiatives into workforce requirements, staffing plans, and budget recommendations.
• Monitor and analyze headcount trends, attrition, hiring velocity, and employee productivity across functions and business units.
• Develop, maintain, and enhance employee and departmental performance balanced scorecards to measure performance against strategic objectives.
• Define performance KPIs tied to efficiency, quality, productivity, and customer experience.
• Partner with HR and business leaders to ensure fair, data-driven performance evaluations supported by accurate metrics and dashboards.
• Support the development of performance-related incentive models and operational KPIs for contact center teams.
• Track, analyze, and report on contact center operational metrics, including AHT, ASA, call volume, handle time, FCR, service-level attainment, schedule adherence, and productivity.
• Provide leadership with actionable insights and operational models to enhance capacity planning, queue optimization, and workload balancing.
• Serve as a strategic liaison between HR, Operations, Finance, Workforce Management, and business-line leaders.
• Lead presentations for executive leadership with actionable insights and operational models focused on workforce insights, performance trends, and recommended actions.
• Build and maintain interactive dashboards that track workforce KPIs, employee performance metrics, operational performance, and contact center metrics.

Qualifications

• Bachelor’s Degree in a field related to essential duties; or Associate’s degree and 2 years of relevant experience; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience.
• 5 years of progressive experience in workforce planning, analytics, performance management, or contact center operations.
• Demonstrated ability applying advanced analytical models to business operations and workforce management.
• Strong background in developing and managing KPIs, scorecards, and performance dashboards.
• Advanced proficiency in workforce planning systems, HRIS, and ERP platforms (e.g., Workday, SAP, Anaplan, NICE, Verint, Calabrio).
• Advanced proficiency using Erlang-C or similar capacity modeling methods.
• Advanced proficiency forecasting models, including call center methodologies and interval forecasting.
• Advanced proficiency in statistical modeling using Excel, SQL, Python, R, or equivalent languages.
• Strong proficiency in BI tools such as Power BI, Tableau, or Looker.
• Strong proficiency with performance management platforms and scorecard frameworks.
• Strong proficiency with analytical reasoning, problem-solving, data-driven mindset and strategic thinking abilities.
• Excellent proficiency communication skills, including the ability to simplify complex analyses.
• Demonstrated ability to collaborate across functions and manage multiple priorities.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.

Requirements

• Excellent verbal and written English communication skills.
• Excellent presentation and persuasive skills.
• Ability to organize work, set priorities, and work effectively in a diverse environment.
• Disciplined, self-motivated, and reliable.
• Ability to work alone with minimum supervision and with others in a team environment, occasionally under pressure and on several tasks at the same time.
• Diligent about arriving to work on time and completing tasks that are assigned in a timely manner.
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with all levels of the organization.
• Ability to work in a team environment, positively respond to pressure, and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
• Ability to work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for 100% of a typical working day.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.

Benefits

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.