Posted On: 04-27-2021
Position Title: Workforce Management Consultant
Job Location: Indianapolis, IN
Company: Roche Diagnostics Corporation
Contact Information: Jennifer Fenker at

The Opportunity:

  • Develop and lead Contact Center Forecasting and Schedule planning and review process
  • Determine workforce requirements to meet service level and response time objectives
  • System Owner and SME for Forecasting/Scheduling Technical Solution (ex. Teleopti) –
  • Understand technology capabilities and recommend needed features, vendors, applications, and upgrades
  • Schedule Coordination in collaboration with other WFM team members
  • Provide insight on optimal forecasting/scheduling strategy to meet CSC objectives
  • Provide recommendations and collaborate with CSC teams on forecast and workload requirements
  • Develop accurate short- and long-term workload forecasts
  • Determine agent schedules to meet CSC Objectives
  • Maintain schedules to ensure adequate staffing in coordination with training, meetings, etc.
  • Collaborate with WFM team to maintain Forecasting/Scheduling Technical Solution (ex.Teleopti) with accurate department information (schedule details, agent skills, etc.) and needed application maintenance
  • Establish and maintain skill based routing and its linkage with scheduling
  • Ensure appropriate training for leadership on Forecasting and Scheduling tools
  • Ensure appropriate training for CSC personnel on Forecasting and Scheduling tools
  • Provide insight on needed reporting, metrics, and monitoring for optimal WFM

Who You Are: 

  • Bachelor’s Degree or equivalent experience may be considered in lieu of a degree
  • 5 years of relevant experience


  • 5+ years Contact Center experience, especially in multiskilled environments with 100+ team members
  • Experience with Workforce Management software (ex. Teleopti) for forecasting, scheduling, and
  • reporting
  • 3+ years forecasting/scheduling/planning experience
  • Demonstrated analytical ability
  • Team player and collaborator
  • Experience collaborating and influencing leadership teams to develop and implement needed
  • strategies
  • Demonstrated skills in stakeholder management, change management, and team management
  • with individuals who are not direct reports
  • Knowledge about Reporting and KPIs
  • Strong communication skills