At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

We are looking for an experienced Real‑Time Analyst – Workforce Management to play a critical role in driving real‑time contact center performance. In this role, you will partner closely with Operations, Planning, and Scheduling teams to ensure service level agreements (SLAs), occupancy, and productivity targets are consistently met – while proactively identifying risks and improving performance.

This role is ideal for someone who enjoys data‑driven decision‑making, thrives in a fast‑paced environment, and is confident influencing stakeholders through insights and recommendations.

Responsibilities may include the following and other duties may be assigned: 

• Monitor real‑time contact center performance using NICE and Verint to ensure SLAs, occupancy, and productivity targets are achieved

• Execute intraday workforce actions such as schedule adjustments, skill balancing, overtime recommendations, and time‑off management

• Track downtime and exceptions, ensuring timely communication and recovery planning

• Identify intraday performance trends and potential risks; escalate issues and recommend corrective actions

• Partner with Operations, Planning, and Scheduling teams to address variances and align on intraday strategies

• Develop and deliver intraday, daily, and ad‑hoc reporting using Excel, Power BI, Tableau, and SQL

• Communicate real‑time performance insights clearly and effectively to stakeholders and leadership

• Support continuous improvement initiatives to enhance workforce efficiency and customer experience

• Ensure data integrity and adherence to workforce management processes and governance

Required Knowledge and Experience:

• Advanced knowledge of Workforce Management / Real‑Time Analytics, with both depth and breadth of experience

• Strong analytical skills, with the ability to translate data into actionable insights and recommendations

• Experience working independently with limited supervision and managing competing priorities

• Proven ability to collaborate across teams and influence decision‑making

• Strong communication skills and confidence engaging with senior stakeholders

• Experience with reporting and data visualization tools (Excel, Power BI, Tableau, SQL)

• Practical understanding of project or process management

• Bachelor’s degree or equivalent relevant experience

• Minimum of 4 years of relevant experience, or Advanced degree with at least 2 years of relevant experience

 

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 

 

 

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create.  We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
 

 

 

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. 
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here