Job Description Summary

Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

Join our team to help to make a difference in our organization. The Real Time Operations Analyst, Workforce Management is a challenging role that will provide the opportunity to expand your data management, organization and multitasking skills. The main responsibilities include maintaining, analyzing and providing status reports on metrics and contact volume for the Customer Support Department using SAP Order management and our phone systems. For any organization, data is a powerful driver to help and understand the performance of the department therefore leadership is able to take actions on staffing, quality and improve customer experience.

This hybrid role provides flexibility to work on site in San Antonio, TX a few days weekly and work remotely a few days weekly.

Duties:

• Manage internal schedule reporting, including performance and productivity metrics.

• Manage the data reporting elements of the Health Care Professional account maintenance system.

• Support new hire requests for SAP Access and phone set up.

• Support the initiatives on reports necessary to track, trend, and analyze all department KPI’s, metrics and measurements.

• Ensure adherence to regulatory (SOX, ISO, FDA, cMDR, etc.), business and department guidelines, policies, and procedures.

• Support the Customer Service Representatives and Team Leaders in the setup and troubleshooting of the Call Monitoring System, SAP, Telecom and other systems

• Support department continuous improvement initiatives.

• Dashboard creation on Tableau and Power BI

• SALESFORCE Reporting / Navigation

• Genesys Admin and testing support

Requirements (Knowledge, Skills, and Abilities):

Knowledge

• 1+ years customer support experience

Skills

• 1+ years' experience with call center/CRM metrics preferred

• Salesforce / PowerBI experience preferred

• 1+ years’ experience with Microsoft Excel preferred

• 1+ years SAP experience preferred

• Strong computer skills

• Strong team orientation

• Excellent interpersonal skills and service orientation

• Excellent oral and written communication skills

• Ability to multi-task

• Continuous and versatile learner

Education/Degree

• BA or BS degree preferred

Certifications

• Lean and/or Six Sigma certification preferred

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.  

To learn more about BD visit https://bd.com/careers

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status. 

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