Job summary
Job post source
This job is directly from Exact Sciences
Job overview
The Lead Workforce Analyst at Exact Sciences drives performance and innovation in customer support operations through advanced analytics and workforce management.
Responsibilities and impact
The role involves designing automated dashboards, analyzing contact center data, forecasting workforce needs, mentoring analysts, improving customer experience, and collaborating with various teams to enhance service quality.
Compensation and benefits
The salary range is $82,000 to $146,000 annually, with bonus eligibility and potential company stock; benefits include paid time off, parental leave, retirement plans, wellness support, and comprehensive health coverage.
Experience and skills
Requires a bachelor's degree or equivalent experience, 4+ years in customer care analytics, 3+ years in workforce management, advanced Tableau and Databricks skills, SQL proficiency, and knowledge of WFM tools and IVR technologies; preferred experience includes large contact centers and AI-driven tools.
Career development
Exact Sciences promotes personal and professional growth within an inclusive culture that values respect and belonging, offering opportunities to develop skills and advance careers.
Work environment and culture
The company fosters an inclusive, purpose-driven culture emphasizing accountability, innovation, integrity, and teamwork, supporting diversity and employee well-being.
Company information
Exact Sciences is a healthcare company focused on cancer prevention, detection, and treatment guidance, providing innovative diagnostic solutions to patients and clinicians.
Team overview
The candidate will lead and mentor a team of Workforce Analysts and WFM Specialists within Customer Care, promoting collaboration and continuous improvement.
Job location and travel
The position is located in Madison, Wisconsin, USA, with a full-time schedule and requirements to work on computer and phone simultaneously.
Unique job features
The job features advanced use of Tableau and Databricks for real-time analytics, integration with AI and voice technologies, and a leadership role in a large-scale contact center environment.
Company overview
Exact Sciences Corporation is a molecular diagnostics company focused on the early detection and prevention of cancer. They generate revenue primarily through the sales of their flagship product, Cologuard, a non-invasive stool-based DNA test for colorectal cancer screening, and Oncotype DX, a genomic test for breast cancer. Founded in 1995, the company has grown significantly, particularly after the FDA approved Cologuard in 2014, marking a pivotal moment in its history.
How to land this job
Tailor your resume to emphasize advanced expertise in Tableau, Databricks, and SQL, showcasing your ability to automate dashboards and manage complex data pipelines relevant to customer support operations.
Highlight your experience with Workforce Management tools like NICE IEX, Verint, or Calabrio, and your proficiency in forecasting methodologies including manpower calculation using Erlang-C to align with Exact Sciences' contact center needs.
Apply through multiple platforms such as Exact Sciences' official careers page and LinkedIn to maximize your application visibility and ensure you don't miss any opportunity to be noticed by recruiters.
Connect on LinkedIn with current Workforce Analysts, Customer Care leaders, or data teams within Exact Sciences; start conversations by complimenting recent company initiatives in cancer prevention or by asking about their experience with the tools and forecasting models mentioned in the job description.
Optimize your resume for ATS by incorporating keywords like 'Workforce Management', 'Tableau automation', 'Databricks', 'contact center forecasting', 'Erlang-C', 'IVR/IVA', and 'quality management systems' to pass initial screenings effectively.
Use Jennie Johnson's Power Apply feature to automate tailored resume submissions, identify multiple application channels, and discover LinkedIn connections to network with, freeing up your time to prepare strategically for interviews.
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