Sr. Call Centre Analyst (Workforce Management)

{ "jobLocation" : { "@type" : "Place", "address" : { "@type" : "PostalAddress", "addressCountry" : "Philippines", "addressLocality" : "PHL-00 Taguig City" } }, "applicantLocationRequirements" : { "@type" : "Country", "name" : "Philippines" }, "jobLocationType" : "TELECOMMUTE", "hiringOrganization" : { "name" : "MPI Medtronic Philippines, Inc", "@type" : "Organization", "sameAs" : "" }, "identifier" : { "name" : "Sr. Call Centre Analyst (Workforce Management)", "@type" : "PropertyValue", "value" : "R72341" }, "datePosted" : "2026-07-21", "validThrough" : "2026-07-28", "employmentType" : "FULL_TIME", "title" : "Sr. Call Centre Analyst (Workforce Management)", "description" : "Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact. A Day in the Life Responsibilities may include the following and other duties may be assigned: Monitor real‑time contact center performance using NICE and Verint to ensure SLAs, occupancy, and productivity targets are achieved Execute intraday workforce actions such as schedule adjustments, skill balancing, overtime recommendations, and time‑off management Track downtime and exceptions, ensuring timely communication and recovery planning Identify intraday performance trends and potential risks; escalate issues and recommend corrective actions Partner with Operations, Planning, and Scheduling teams to address variances and align on intraday strategies Develop and deliver intraday, daily, and ad‑hoc reporting using Excel, Power BI, Tableau, and SQL Communicate real‑time performance insights clearly and effectively to stakeholders and leadership Support continuous improvement initiatives to enhance workforce efficiency and customer experience Ensure data integrity and adherence to workforce management processes and governance Required Knowledge and Experience: Requires High School Diploma or equivalent with 8+ years of relevant work experience (OR Associate's Degree with 6+ years experience OR Baccalaureate/College Degree with 4+ years experience). Advanced knowledge of Workforce Management / Real‑Time Analytics, with both depth and breadth of experience Strong analytical skills, with the ability to translate data into actionable insights and recommendations Experience working independently with limited supervision and managing competing priorities Proven ability to collaborate across teams and influence decision‑making Strong communication skills and confidence engaging with senior stakeholders Experience with reporting and data visualization tools (Excel, Power BI, Tableau, SQL) Practical understanding of project or process management Physical Job Requirements The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.  ‌ Recruitment Fraud Alert We are aware of phishing scams targeting job seekers. Please keep the following in mind: Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses. Medtronic will never ask for payment or sensitive personal information (such as bank account or Social Security details) during early stages of the hiring process. Any such requests are not legitimate. If you receive a suspicious message claiming to be from Medtronic, do not respond, click links, or open attachments. If you have any questions, concerns regarding the