Do you want to be at the forefront of customer-centric transformation in Pharma?

　　Do you pursue your goals relentlessly to achieve the right outcomes?

　　Do you thrive in a startup change-agile environment with ambiguity?

　　Are you an initiative-taker who can pave a new path for yourself, your team, the organization?

　　Pfizer Connect is looking for a seasoned contact center leader with work force management expertise to lead #PfizerFirst Work Force Management Capability to bring operational excellence through empowering colleagues to enhance customer experience.

　　This leader will play a vital role helping virtual customer facing colleagues reach their goals resulting in significant contribution towards our 2027 vision in helping 1Billion people each year.

　　This role reports to the Senior Director - Strategy & Transformation and works with U.S. customer facing and HQ teams across the organization.

　　You are the voice of the customer. You are humble and have a get-it-done attitude. You are an adaptive person with a knack for distilling concepts into clear, convincing ideas. Above all, you believe in our mission to help businesses solve their biggest customer engagement challenges leveraging the right mix of strategy and technology to unlock amazing customer experiences. And you are excited to tell that story.

　　What You Will Achieve

　　Core Responsibilities

　　Lead the implementation of Pfizer Connect Workforce Managementsolution: configuration, forecasting, scheduling, performance management, quality management, training, reporting, analytics/insights, change management and administration.Administration

　　Provide administrative support in the Workforce Management (Verint) environment: configure/manage organizational hierarchies and business rules, access rights, and visualizations to maximize the tool's value.

　　Accountable for all components of the workforce management tool at the Rep to Manager level with a view standardize all workforce management processes and protocols.

　　Map out workflows and processesto proactively identify inefficiencies and shrinkage in the outbound and inbound resource allocation.

　　Scheduling/Forecasting/Monitoring:

　　Manage staffing and availability levels to maintain service levels for Inbound and productivity levels for Outbound engagement channels: help translate goals into daily expectations and direct teams throughout the day to adhere to goals.Reporting/Analytics/Insights:

　　Analyzes call volumes and patterns and reports forecast and actual performance for sites and/or call handling groups, and maintains other information needed for managing productivity including Shrinkage.

　　Manages the timely production of accurate reporting for all ACD agent, team, and overall business unit(s) performance.

　　Partnership/Collaboration:

　　Partner with the Pfizer Connect LT to recommend strategies and tacticsthat drive impact and improve business KPIs.

　　Partner with Digital, Data and Analytics teams to build Enterprise Data Insights (GenAI) capabilities through necessary integration with Customer 360, Amazon Connect, Predictive Dialer, Scheduler, Time off tool to proactively suggest and create business performance metrics and scorecards and maintain them to generate insights and drive ongoing improvements in: process efficiency, sales effectiveness, and customer experience.

　　Partner with Digital to ensure the system uptime is 100% all the time by identifying/reporting technical issues and responsible for integrations including Veeva, CCaaS and necessary applications.

　　Partner with Data/Analytics team to ensure data is flowing seamless to generate real-time KPI's.

　　In collaboration with the business, ensure governance and compliance with policies and procedures , and the overall strategy in the execution of project portfolios and capability roadmap realization, and measure quality and business value of investments to ensure customer satisfaction.

　　Lead and participate in various strategic and operational initiatives with a startup mentality and can-do attitude.

　　Qualifications

　　Must-Have

　　Bachelor's degree and 12+ years of total experience in a contact center environment and 5+ years of supervisory experience in call/contact center environment is necessary: management of staffing levels, service performance levels, PTO/FTO authorization, overtime operations.

　　Experience working with and administering one of the Contact Center Workforce Management Software (Verint, Monet, Nice, TalkDesk, Calabrio) is necessary.

　　Optimization/process redesign experience necessary. Preferred experience in sales/contact center environment

　　Successful experience of large-scale Change Management projects

　　Initiative-taker with strong initiative, energy, and accountability with the ability to work autonomously and in a team environment.

　　Excellent project management skills with a demonstrated ability to lead projects from inception through completion while bringing stakeholders along.

　　Ability to manage competing priorities and balance multiple projects in a dynamic, demanding environment and responding quickly to feedback through iterative design.

　　Experience utilizing and developing real-time reporting and monitoring solutions.

　　Proven relationship building and ability to effectively influence peers and senior business leaders.

　　Role model for PFE Values (Courage, Excellence, Equity, Joy)

　　Executive presence and demonstrated ability to effectively influence senior leaders and colleagues at all levels of the organization.

　　Strong writing, presentation and influencing skills.

　　Demonstrate ability to thrive under pressure, to take accountability and to meet deadlines.

　　Nice-to-Have

　　Contact Center experience in Pharmaceutical or Technology Industry

　　Data Analysis and Insight generation experience

　　Data visualization experience

　　Experience implementing workforce management solutions.

　　Standardizing, simplifying, and aligning workforce management practices, processes, and solutions to optimized operational outcomes.

　　Experience with Verint software.

　　Customer-centric transformation experience

　　Able to develop and present complex problems in an effortless way, and quickly switch between details and the big picture.

　　NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

　　Travel is required as per business need, primarily between NYHQ, Pfizer Connect Centers including Conferences and POA's

　　Work Location Assignment:On Premise

　　The annual base salary for this position ranges from $149,200.00 to $241,500.00. In addition, this position is eligible for participation in Pfizer's Global Performance Plan with a bonus target of 20.0% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life's moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site - U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.

　　Relocation assistance may be available based on business needs and/or eligibility.

　　Sunshine Act

　　Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider's name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

　　EEO & Employment Eligibility

　　Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.

　　Mkt & Sales/Commercial Bus

　　#LI-PFE