Analyst, PSC Workforce Management - Tempe, AZ or East Hanover, NJ

Analyst, PSC Workforce Management - Tempe, AZ or East Hanover, NJ

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The Analyst, PSC Workforce Management will be responsible for the daily Novartis Patient Support Center (PSC) Workforce Management (WFM) operational execution. The role plays a critical part in the ongoing advancement of the PSC into a premier multi‑channel and multi‑site patient support center by monitoring key enterprise and program service levels and key measures of enterprise, program, team, and associate‑level productivity.

The Analyst will manage the daily operational needs of WFM as the group optimizes service levels, productivity, adherence, and scheduling, and will ensure group achieves performance goals, meets project timelines, and embodies Novartis principles.

This position will be located at either the Phoenix/Tempe metro area or East Hanover, NJ site locations and will not have the ability to be located remotely. The role requires minimal travel and only local candidates will be considered.

As an individual contributor role, the Analyst will be responsible for meeting monthly performance measurements and delivering on assigned responsibilities.

• Forecasting intra‑day volumes and revising forecasts when actuals do not meet forecasts.
• Ensuring associates are scheduled properly and schedules are adhered to, including management of breaks and trainings.
• Closely monitoring support queues for any demand increases and taking action to address service level risks.
• Providing clear root cause analysis of any service level misses.
• Onboarding new associates into PSC workforce systems.
• Offboarding former associates from PSC workforce systems.
• Monitoring attendance and the PTO system to ensure proper staffing levels for any given hour.
• Overriding holiday schedule management.
• Providing information to program management leadership on agent productivity and adherence.
• Identifying opportunities for innovative automation, workload balancing, queue management, and process changes to increase predictability.

• Bachelor’s degree preferred or equivalent combination of education, training, and experience.

• 1‑2 years of direct experience in contact center workforce management, including scheduling, skilling, and vacation management.
• 1‑2 years of direct experience working with WFM platforms (Verint, IEX, Genesys WFM, etc.), specifically forecasting in a workforce tool and analyzing call statistics.
• 1‑2 years of direct experience working with ACD platforms (Avaya, Five9, Genesys, etc.).
• Demonstrated analytical, planning, and communication skills.

• Thorough understanding of contact center operational activities such as customer support on phone, email, and chat channels in addition to deferred workload capacity planning.
• Direct experience working with CRM platforms (Salesforce).
• Direct experience working in a multi‑channel, multi‑queue, and multi‑site contact center.
• Experience working in a pharmaceutical or healthcare vendor contact center.

The salary for this position is expected to range between $81,200 and $150,800 per year. The final salary offered is determined based on relevant skills and experience and will be reviewed periodically. The compensation includes a performance‑based cash incentive and, depending on the level of the role, eligibility for annual equity awards.

US‑based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits. Employees are eligible for a generous time‑off package including vacation, personal days, holidays and other leaves.

The Novartis Group of Companies are an Equal Opportunity Employer. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.

The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation for any part of the application process, please send an e‑mail to or call  and let us know the nature of your request and contact information. Please include the job requisition number in your message.