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Welcome to SVA’s jobs portal, your one-stop shop for finding the most up to date source of employment opportunities. We have partnered with the National Labor Exchange to provide you this information. You may be looking for part-time employment to supplement your income while you are in school. You might be looking for an internship to add experience to your resume. And you may be completing your training ready to start a new career. This site has all of those types of jobs.

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Medtronic Senior Call Center Analyst in Taguig City, Philippines

Careers That Change Lives

Join a diverse team of innovators who bring their worldview, their unique backgrounds, and their individual life experiences to work every day. It’s no accident — we work hard to cultivate a workforce that reflects our patients and partners. We believe it’s the only way to drive healthcare forward and remain a global leader in medical technology and solutions.

A Day in Life

The WFM Analyst, will be responsible for deploying and optimizing WFM solutions across APAC Customer Care Operations. This position will partner with management teams across operations and other functional areas to identify actionable insights and work to implement solutions geared towards operational optimization related to forecasting, production workforce scheduling, and workflow. The WFM Analyst will leverage data analysis to promote a culture of accountability; report success metrics and lead all assigned WFM functions while partnering closely with operations to promote a "one team" atmosphere.

In this role, aside from planning & scheduling, the WFM Analyst should support/collaborate with the team in providing recommendations on business case creation and analytical support to wide variety of APAC Customer Care Operations to ensure to meet service level agreements (SLAs) and maintain key performance indicators (KPIs) we are committed to deliver to our Customers, patients and business groups.

Key Responsibilities:

  • Creates algorithms in order to perform data analysis that can be leveraged for process improvement analysis; cleans and validates data for uniformity and accuracy; interprets data collected with clear objectives according to requirement; identifies valuable data sources and automates collection processes;

  • Develops, scrutinizes, mines, transforms, and models data to raise productivity, improve decision making, and gain competitive advantage - maintains analytical systems, can create data archiving governance of existing operational reports of the care center, verifies the accuracy of the data, and acts as a liaison to the business/operations.

  • Manage and review the effectiveness of the workflow system and make improvements as needed

  • Participate with operations leaders/project manager or can conduct root cause, deep-dive analysis to implements actions based on the observed and quantified trends to drive efficiency and stabilize performance. Work closely with management team to identify patterns in data, understand leading indicators and lagging indicators and present proof of hypotheses;

  • Conducts statistical analysis on data and information to ensure correct predictive forecasting model or algorithm that will enable leaders to make sound operational and strategic decisions;

  • Help recommends headcount modeling according to the services currently operating and upcoming services that will be transition to Manila.

Must Have: Minimum Requirements:

  • Bachelors or master’s degree in Computer Science, Data Science and other Analytics or a related discipline;

  • Minimum of 3-6 years of experience in scientific or enterprise data analytics

Your Profile:

  • Experienced Data Scientist or continuous improvement leader with Enterprise orientation.

  • Experience in programming (Macro, Python, C++ and Visual Basic), RPA (understands machine learning process) using business intelligence tools.

  • Advanced Microsoft Excel and PowerPoint and Power BI

  • Experience in Workforce planning in a call center environment is an advantage.

  • Lean Six Sigma certification (yellow, green or black) is required.

  • Excellent communication and interpersonal skills with demonstrated ability to build strong business relationships; Solution orientated with a “can do” attitude and proactive, bias for action nature;

About Medtronic Philippines

Established in 2015, Medtronic Philippines is committed to best-in-class patient and customer experience by delivering capacity, scalability, sustainable productivity levels and innovative solutions to our stakeholders, patients and customers. The establishment has over 450 employees on-site with more than 60% being female employees

What We Offer

We recognize the personal worth of employees by providing an employment framework that allows personal satisfaction in work accomplished, security, advancement opportunity, and means to share in the company's success. We believe in rewarding our staff with a complete package of benefits designed to support them at every career and life stage. As a result, our employees have access to the following benefits, to name a few:

  • Our global well-being program supports your physical, emotional, social and financial well-being.

  • Medtronic Employee Assistance Program offers confidential support and resources to build and enhance employee and organizational resilience, productivity, teamwork and psychologically healthy workplaces.

  • Various insurance benefits include Inpatient and Outpatient Medical Insurance, Life, Disability and Accident Insurance.

  • We have generous employee referral programs, employees stock purchase plan, leave benefits, and more!

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. The physical demands described within the Day in the Life section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

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