WFM Analyst, Patient Support Center

The Analyst, PSC Workforce Management at Novartis will oversee the daily operational execution of the PSC WFM, monitoring service levels and productivity across programs, teams and associates. Location: Mexico City, Mexico.

Responsibilities include forecasting intra-day volumes, adjusting forecasts, ensuring proper scheduling, monitoring support queues, and providing root-cause analyses of service level misses to program management.