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Role: Member Contact Center Planning & Analytics
To design, develop and deliver daily, weekly, monthly, quarterly, and annual reports that illustrate Business Unit performance, key trends, and potential risks, issues and/or opportunities for improvement.
Analyze member contact center operations to identify actions to increase efficiency and enhance the member experience.
Forecast workload and staffing requirements, analyze staffing, and provide recommendations to balance coverage and control cost.
Collaborate with center leadership on real-time management and other support functions to optimize knowledge and processes.
Work with IT/BI to identify and pursue system/desktop changes that enable process optimization and effective use of systems and knowledge resources.
This role will also own our IVR (Interactive Voice Response) phone tree and automated multilevel telephone information system routing.
This is a hybrid role, which requires at minimum 5-on-site days per month.
Our headquarters are based in Syracuse, New York.
Essential Functions & Responsibilities:
30%: Support the activities of the VP of Member Contact Center.
Provide Member Contact Center with team and individual reports (daily, weekly, monthly, quarterly, and annual) based on defined metrics strategy and from ad hoc request.
Develop & produce regular performance reports.
Analyze data to identify key themes and trends, explore root cause, identify actions, and coordinate with others (e.g., training, IT, Managers, Project Teams) to pursue improvements.
Develop and maintain key performance indicators (KPIs) to track call center performance and identify areas of improvement.
Provide insights and recommendations based on MCC data to support decision-making processes and enhance member service processes.
25%: Forecast workload and staffing requirements, develop schedules, analyze staffing, and provide recommendations to balance coverage and control cost.
Assist Manager/Team Lead with real time management, establish real time triggers for action.
25%:
- Own the knowledge process and work with team to ensure updates and optimization.
Coordinate process optimization program and incorporate feedback from training and QM.
Conduct root cause analysis on call escalations, customer complaints, and service failures to identify underlying issues and recommend corrective actions
- Support and troubleshoot contact center technologies which include Call Recording/Transcription Applications, Inbound / Outbound Routing Strategies, IVR, Workforce Management, and Analytics, Reporting & Planning activities of our member contact centers.
10%: Work with management to continuously develop reporting and analysis.
Stay updated on industry best practices and emerging trends in call center operations and customer service to ensure continuous improvement
5%: Work with auditors/examiners on annual audits and regulatory examinations.
5%: Performs other duties as assigned.
Performance Measurements...
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Type: Permanent Location: Syracuse, US-NY
Salary / Rate: Not Specified
Posted: 2023-06-02 08:06:04
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Today, Lonza is a global leader in life sciences operating across three continents.
While we work in science, there’s no magic formula to how we do it.
Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people.
In exchange, we let our people own their careers.
Their ideas, big and small, genuinely improve the world.
And that’s the kind of work we want to be part of.
* To gather internal business requirements and design, configure, customize, test BI and Reporting solutions as well as deploy IT applications in the context of projects and change requests.
* To oversee IT solutions provided by external parties and ensure adherence with Lonza standards and guidelines.
* To provide IT support for complex incidents and problems (3rd level support)
Description :
* Design, develop, and implement interactive dashboards, reports and visualizations using Power BI.
* Transform raw data from various sources into meaningful insights by applying data modeling, cleansing , and manipulation techniques.
* Translate Lonza Business requirements into solutions through configuration and built of BI solutions.
* Gather user requirements, consult internal stakeholders in terms of IT solutions, work out concepts and specifications, moderate workshops, configure and customize systems, take responsibility for content of test scripts, execute functional testing and support business testing, contribute to the creation of training documentation, provide trainings, prepare and perform data migration activities, enforce global process and system governance, adhere to GMP and quality policies.
* Collaborate with infrastructure, process integration, development and authorization partners to deliver requested standard and or custom IT solutions.
Guide external parties such as IT consultants and service providers in the context of project and system changes.
Oversee their solutions to ensure adherence with Lonza standards and guidelines.
* Transfer new applications to the support organization.
Delegate common incidents and problems to the IT support organization.
Provide 3rd level support for complex incidents.
Contribute to the resolution of critical / urgent incidents.
* Stay up-to-date with the latest Power BI features, updates and best practices.
Key requirements:
* Bachelor's degree or similar in supply chain (and comparable fields).
* Several years of experience in scheduling in pharma or biotech, experience in a production environment
* CPIM certificate (or comparable) advantageous
* Good knowledge of SAP (MM, PP-PI) and MS Office (Excel, Powerpoint)
* Good communication and presentation skills
* Very good knowledge of German and business fluent English
* Strong Team Player and able to work across cross-functional teams
Every day, Lonza’s products and services have a positive impact on millions of people.
For us, thi...
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Type: Permanent Location: Milan, IT-MI
Salary / Rate: Not Specified
Posted: 2023-06-02 08:02:11
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Today, Lonza is a global leader in life sciences operating across three continents.
While we work in science, there’s no magic formula to how we do it.
Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people.
In exchange, we let our people own their careers.
Their ideas, big and small, genuinely improve the world.
And that’s the kind of work we want to be part of.
Responsible for proactively managing the income of a >300 mCHF global licensing business, with a healthy gross margin and more than 200 highly active customer relationships, and for driving strategic growth initiatives.
Leads operational excellence programs and ensures the delivery of best in class Customer Service.
Acts as interlocutor between the Licensing business unit (BU) and Lonza functions for finance and operational matters.
Supports the efficiency and effectiveness of the BU overall.
Reporting to the Global BU Head of Licensing with line management responsibility for 2-4 team members.
Key responsibilities:
* Supports strategic growth initiatives for the BU with an aspirational goal of reaching 500mCHF revenues mid-term.
Proposes appropriate strategies based on in-depth analysis of market trends, competition, technology trends, new product demands and other unmet customer needs, leading strategic initiatives as needed.
Works closely with internal stakeholders and external partners in order to define effective plans to secure growth.
Tracks progress against established plans to achieve aggressive objectives and maximize profit and return on investment
* Responsible for professional, timely, proactive and accurate reporting of BU revenues in the Lonza finance and reporting systems.
Responsible for timely delivery of BSR and BU Deep Dives to senior leaders of the Bio Division.
This includes, but is not limited to mid and long-term BU sales and cost forecasting (with appropriate scenarios) and transparent documentation of key assumptions.
Provides evaluation, forecasting input, compelling presentation preparation and project support to Licensing BU growth opportunity teams
* Leads operational excellence programs in the Licensing BU
* Ensures best in class Customer Support for over 200 licensing and over 150 REA customers.
Manages and coaches the highly effective Licensing Customer Support team, ensuring continued operational excellence, establishing and constantly improving robust systems and tools
* Supports the BU Transactions team and the global BU team in accessing information, defining services, access to key technologies and positioning of the Licensing BU.
Works with BU marketing teams on related marketing activities, including customer portals and lead pipelines
* Establishes and strengthens relationships with internal stakeholders to forge a one Lonza mindset
Key requirements:
* 10+ years licensing experience at a CDMO, biotech or pharmaceutical company
* Mas...
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Type: Permanent Location: Basel, CH-BS
Salary / Rate: Not Specified
Posted: 2023-06-01 08:01:56
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Motivé(e) pour rejoindre une entreprise leader mondiale du transport express ?
Qui sommes-nous ?
Groupe mondial du transport express international, l’entreprise doit son succès à la puissance de son réseau et à la qualité de son service.
Ses 3000 collaborateurs accompagnent et conseillent les entreprises françaises dans leur développement international.
Bon à savoir :
Great Place to Work : nous sommes 1er au classement au monde depuis 2021
Formation/Evolution : 95% de nos collaborateurs effectuent en moyenne 3,5 jours de formations réglementaires et métiers en vue d’évoluer en interne
Société engagée dans une réelle politique RSE :
* Go Green : Agir sur notre empreinte carbone .
Notre objectif : 90% de nos véhicules de livraisons « zéro émissions » dès 2026
* Go Help : Soutenir les personnes ainsi que nos collègues DHL dans le besoin dans le monde entier suite aux différents événements (guerre en Ukraine, séismes Turquie et Syrie…)
* Go Heart : Soutenir et encourager les collaborateurs dans leur engagement auprès d’associations
...
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Type: Contract Location: Le Bourget, FR-93
Salary / Rate: Not Specified
Posted: 2023-05-23 08:01:34
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D365 Senior Business Systems Analyst - Operations.
CooperSurgical, Inc
Remote - Trumbull, CT
Job Summary:
The D365 Finance and Operations (F&O) BSA is responsible for enabling business readiness by helping End Users understand system capability and relate it to their business processes.
Their most critical role is in enabling process documentation and thorough testing of the D365 solution, as configured for CSI.
The BSA will also support ongoing training and optimization efforts.
The ideal fit for this role will be a D365 F&O expert, with strong presentation or facilitation skills.
A background in Operations/Supply Chain/Manufacturing/Advanced Warehousing is a big plus.
Essential Functions:
* Support End User documentation of end-to-end processes flows, business scenarios, Work Instructions, and SOPs
* Guide End Users through critical test cases and process variations in the system
* Lead preparation of demonstrations and system walk-throughs for new releases, change requests, and optimization phase design and build
* Support testing efforts, including business process testing
* Support functional design and configuration
* Support Hypercare for global D365 F&O implementations, including office hours support for SuperUsers
* Support change impact analyses of new releases and change requests to enable accurate, timely communication to business stakeholders on the change to come
* Where possible, support delivery of D365 F&O Training for global End Users using various formats (classroom, VILT, etc.)
* Support preparation of training exercises, knowledge checks, and supporting data for training programs
* Support content development, including training collateral and reference materials
* This role will focus on the following areas: Operations/Supply Chain/Manufacturing/Advanced Warehousing
Qualifications:
* 3-5 years of experience with configuration and customization of Microsoft Dynamics 365 Microsoft D365 Finance and Operations
* Strong technical knowledge of modules and/or functional experience in Operations/Supply Chain/Manufacturing/Advanced Warehousing
* Experience in designing and implementing D365 solutions for global organizations
* Proven skill as a presenter or group facilitator - comfortable communicating with employees at all levels within the organization
* Experience gathering business, technical, and functional requirements
* Highly motivated self-starter
* Collaborative working style coupling strong interpersonal skills with high technical acumen
* Able to manage competing priorities in a fast-paced environment
* Experience with Azure DevOps is preferred
* A certification within Microsoft Dynamics ERP (D365, 2013/2011/4.0/Online) is preferred
* Experience working in a highly regulated industry, e.g., medical devices, is a plus
* Experience with ISV solutions, data migration, reporting, and testing is a plus
A...
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Type: Permanent Location: Trumbull, US-CT
Salary / Rate: Not Specified
Posted: 2023-05-21 07:58:55
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Chi stiamo cercando?
Clicca qui: https://vimeo.com/810625151
Cosa farai?
Seguendo una metodologia standardizzata di Tecniche di Analisi Funzionale, ti occuperai della definizione dei requisiti tecnico-funzionali e dell’identificazione delle soluzioni ICT adeguate alle strategie di business del Cliente.
Ti inserirai in un’area costituita dai migliori esperti nella realizzazione di progetti di sviluppo e di implementazione di soluzioni applicative personalizzate o integrate per le Aziende Clienti del settore Assicurativo.
Collaborerai, inoltre, con i Team interni di Software Developers.
Nel dettaglio, dovrai occuparti delle seguenti attività:
* Analisi della documentazione del cliente (schede dei prodotti assicurativi, note tecniche, …)
* Configurazione nel motore attuariale delle formule di calcolo dei prodotti assicurativi
* Analisi dei requisiti del cliente per evoluzioni di prodotto
* elaborazione di soluzioni tecnologiche "customizzate", alla luce di un equilibrio tra benefici, costi e rischi
* Supporto al Cliente, nell’ottica di un miglioramento dell'efficienza dei processi operativi
* Identificazione di una possibile evoluzione del prodotto in maniera proattiva
* Traduzione delle specifiche funzionali in analisi tecniche, destinate ai Software Developers, al fine di effettuare le implementazioni richieste dal Cliente
* Produzione di documenti e report in cui verranno descritti argomenti organizzativi e/o tecnici
* Sviluppo di specifiche funzionali e redazione della relativa documentazione
* Supporto al Business Director
Quali competenze devi avere?
* Conoscenza dei principali applicativi IT
* Ottime capacità logiche, di analisi e sintesi
* Buona conoscenza del business assicurativo e consapevolezza dei trends di mercato
* Ottima conoscenza della lingua inglese
* Buona conoscenza della lingua francese
Quali caratteristiche personali devi avere?
* Ottima capacità di relazionarsi con i componenti del team
* Proattività
* Gestione dello stress
* Problem solving
* Attitudine all’apprendimento continuo e attenzione ai dettagli
* Flessibilità e disponibilità
* Predisposizione a lavorare per obiettivi
Quale titolo di studio cerchiamo?
Laurea in Economia, Fisica, Matematica, Statistica o titoli equivalenti
La selezione sarà effettuata in base alle competenze, alle esperienze e alle caratteristiche personali dei candidati.
Il nostro obiettivo è quello di creare un ambiente di lavoro dinamico e collaborativo, in cui i nostri dipendenti possano esprimere appieno il loro potenziale e raggiungere gli obiettivi aziendali.
Il presente annuncio si rivolge a candidati di entrambi i sessi ai sensi della legge (L.903/77 e D.Lgs n.
98/2006, art 27).
L'interessato è invitato a inviare la propria candidatura rilasciando specifico consenso al trattamento dei dati personali, ai sensi della nuova Normativa Europea sulla Priv...
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Type: Permanent Location: Ivrea, IT-21
Salary / Rate: Not Specified
Posted: 2023-05-21 07:55:09
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Southwest Power Pool (SPP) is about more than power.
We’re about the power of relationships.
Our employees have the opportunity to work together to ensure electricity is delivered reliably and affordably to the millions of people living in our service territory.
We have been voted one of Arkansas’ Best Places to work by Arkansas Business and we are looking for a member of our team who is passionate about our mission to keep the lights on!
We have a core ideology here at SPP that we stand by: Do the right thing, for the right reason, in the right way.
We believe in supporting our employees through a fantastic benefits package:
* Competitive pay with bonus opportunities
* Excellent insurance package including three great medical plans to choose from, employer-paid short term disability, long term disability, and life insurance
* Relocation assistance
* Flexible working environment for positions that are eligible where employees have the flexibility to work from home and come into the office when collaborative in person work is needed.
* Fantastic contributions to your retirement through a 401(k) savings plan with employer-match benefits and a defined benefit plan fully funded by SPP
Overview:
The Project Manager is responsible for leading the deployment of new and upgraded work processes and technology used by Southwest Power Pool to complete large-scale projects, such as the implementation of new application systems and business process improvements as well as upgrade projects for existing technology, regulatory requirements and business initiatives.
The accurate and reliable functioning of the deployed processes, practices and technology is critical to the operation of SPP and its member companies and has the potential for significant economic impact.
Leading projects generally includes assisting with key deliverables among many departments within SPP and with vendors and consultants throughout all stages of the Project Management life cycle.
Key deliverables of the Project Management staff generally include: high-level business and technical requirements, detailed business and technical requirements, software and hardware architecture, technical design, test approaches, scope and timeframe expectations, project monitoring, controlling and reporting, and project close out.
The Project Manager provides leadership to the project team members for their assigned projects.
The Project Manager may be asked to support SPP member committees and working groups, and may represent SPP and its member companies at NERC committees and working groups.
The Project Manager independently performs his/her assignments with guidance from the PMO Manager, PMO Senior Project Managers, and the Project Managers’ Business Owners.
The Project Manager will provide procedural mentoring to Associate Project Managers and Project Analysts as needed.
A professional attitude and appearance is to be maintained at all times.
Ess...
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Type: Permanent Location: Little Rock, US-AR
Salary / Rate: Not Specified
Posted: 2023-05-19 08:06:13
