Service Delivery Experience - Product Lead for Workforce Management at Roche

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. 

That’s what makes us Roche. 

The Opportunity

The Service Delivery Experience (SDX) is an operational excellence team that acts as the backbone of the Global Customer Experience organization, integrated in every part of the operation. The SDX team aims to enable the operation to execute all services flawlessly and on the highest quality level possible. SDX provides guidance and drives the organization towards a culture of excellence, collaboration, and customer centricity. The Workforce Management Product Lead is responsible for leading and managing the Workforce Management team to ensure optimal staffing levels, efficient scheduling, and effective workforce planning. This role involves strategic oversight, data analysis, and collaboration with various departments to align workforce strategies with organizational goals.

• Lead, mentor, and develop the Workforce Management team, including setting goals, conducting performance reviews, and providing ongoing training and support.

• Foster a collaborative and high-performance culture within the team.

• Develop and implement strategic workforce plans to support business objectives and adapt to changing market conditions.

• Oversee the forecasting of staffing needs based on historical data, business trends, and operational requirements.

• Analyze workforce data and key performance indicators (KPIs) to identify trends, opportunities, and areas for improvement.

• Identify and implement best practices and process improvements to enhance workforce management operations and tools.

• Ensure compliance with labor laws, company policies, and industry regulations.

Who you are

• Strong knowledge of a call center, helpdesk, or IT desk-side support environment, with the skills and ability to lead the Workforce Management (WFM) and Real-Time Analytics (RTA) team.

• Develop and maintain relationships across departments to ensure optimum service levels and deliver consistent performance.

• Education: Bachelor’s degree in Business Administration, Human Resources, or a related field. A master’s degree or relevant certifications (e.g., Certified Workforce Planning Professional) is advantageous.

• Experience: 5-7 years of experience in workforce management, with at least 2-3 years in a leadership role. Proven experience with workforce management software and tools is essential.

• Skills: Strong leadership and team management abilities, excellent analytical and problem-solving skills, proficient in Google Suite (gSheet, gDoc, gSlide) and workforce management software (e.g. Calabrio), exceptional communication and interpersonal skills, and the ability to drive strategic initiatives and manage complex projects.

• Proven ability to develop and maintain relationships across departments to ensure optimal service levels and deliver consistent performance.

In exchange we provide you with

• Development opportunities: Roche is rich in learning resources. We provide constant development opportunities, free language courses & training, the possibility of international assignments, internal position changes and the chance to shape your own career. 

• Excellent benefits & flexibility:  competitive salary and cafeteria package, annual bonus, Private Medical Services, Employee Assistance Program, All You Can Move Sportpass, coaching / mentoring opportunity, buddy program, team buildings, holiday party. We also ensure flexibility, to help you find your balance: home office is a common practice (2 office day/week on average, and we provide fully remote working conditions within Hungary).  We create the opportunity for freedom in working, where your corporate and private life coexist in harmony.

• A global diverse community, where we learn from each other. At Roche, we cooperate, debate, make decisions, celebrate successes and have fun as a team. Our leadership is very focused on people, creating a strong, inclusive culture, so you always have the chance to share your opinion.

Please read the Data Privacy Notice for further information about how we handle your personal data related to the recruitment process: https://go.roche.com/budapest-data-privacy-notice-candidate

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

The Roche Services & Solutions as well as People Support Solutions organisations located in Budapest provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the EMEA region. Today Roche employs altogether around 2000 employees in Hungary.