AP Contact Center Workforce Management Sr Analyst

Job description

Your Responsibilities :
This role gives YOU the opportunity to lead key activities to progress YOUR career, the main of these are:
• Analyze spike and dip in volumes of queries (call, chats and e-mails)
• Work with the Helpdesk Team Lead on system occupancy volumes
• Track leaves and have backups ready to avoid misses in SLA's
• Manage system or IT Escalations
• Provides feedback on the performance and the process activity results to team members, identifies areas to improve the knowledge process and plans relevant training sessions to these areas in collaboration with the pathfinder.
• Developing implementation activities for new systems or applicable tools to the processes in scope.
• Ensures that the team members have all the operational resources and necessary equipment, as well as the performance objectives (KPIs) and process delivery time (SLAs), set under the contract, are fulfilled.

Our Accounts Payable area characterizes by delivering best in class procure to pay processes to the global GSK businesses balancing cost, quality, customer experience and risk management.

Why You?

Basic qualifications:
We are looking for professionals with these characteristics to achieve our goals:
• Bachelor's degree in Finance, Accounting, Business Administration, Industrial Engineer or related field.
• Experience in Accounts Payable and Procurement Operations knowledge on Helpdesk activities and end to end Finance process.
• Effective in an environment with tight deadlines, finite resource and uncertainty
• Customer-facing experience required
• Strong analytical and problem-solving skills
• English Level B2+
• SAP knowledge
• Solid Excel and Microsoft Office package knowledge

Preferred qualifications:
However, if you have the following, it would be a plus:
• Portuguese/French knowledge

If you feel this is your next career move, please apply up to April 30th

Why GSK? :
We are a science-led global healthcare company with a special purpose: to help people do more, feel better, live longer.
We have 3 global businesses that research, develop and manufacture innovative pharmaceutical medicines, vaccines and consumer healthcare products, including Sensodyne, CataflamPro/ Voltaren, Theraflu / Trimedal, Parodontax, Panadol, Polident and Otrivin.
In over 150 countries and 300 years of history, our goal is to be one of the world's most innovative, best performing and trusted healthcare companies to bring differentiated high-quality and needed healthcare products to as many people as possible, with our scientific and technical know-how and talented people.
As a GSK Employee, you will put our values and expectations at the heart of everything you do. You will have the courage to make decisions, taking the accountability for them, guided by our strategy, priorities and values of patient focus, respect for people, integrity and transparency.
Being a GSK employee allows you to challenge and to change by ensuring your development meet changing business needs. You will also enjoy to be part of a diverse team, getting inspired by our teamwork, our healthy and inclusive environment and specially by making the difference and playing an important role on the benefit of millions of patients and consumer worldwide.
Our inclusive workplace makes our employees feel engaged by the contribution they make, by affording them equal treatment regardless of actual or perceived characteristics. As so, when you apply for a job at GSK, it is not necessary to include on your resume information such as: race, color, ethnicity, age, gender, sexual orientation, marital status, religion, origin, photographs or any other personal characteristics.
Find out what life at GSK is really like www.gsk.com

Contact information:
You may apply for this position online by selecting the Apply now button.

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