Manager, Workforce Analytics

Work Schedule

Environmental Conditions

Job Description

Are you ready to be a part of an exceptional team that is making a real difference in patient health? Join our dynamic and high-impact Medical Communications Team where we are dedicated to delivering outstanding service and providing top-notch medical information services to patients, healthcare providers, and other stakeholders.

Discover Impactful Work:

We are currently seeking a skilled and dedicated Manager, Workforce Analytics to join our contact center.

If you are a highly motivated individual with a passion for data analysis, workforce management, and performance coaching, we encourage you to apply. Join our team and contribute to the success of our organization by leveraging data to drive performance improvements and strategic decision-making.

The Manager Workforce Analytics is responsible for transforming and presenting data from multiple sources to create Key Performance Indicator (KPI) reports. They analyze metrics and trends to provide insights to management and identify opportunities for improvement. Additionally, they act as a subject matter expert in reporting, extracting and interpreting data from critical systems, and apply workforce management tools to forecast work volumes, schedule staff, and monitor agent performance.

The Manager Workforce Analytics also manages workforce analytics staff and conducts performance appraisals, monitors employee work, and handles employee relations issues. Additionally, they perform quality monitoring and provide performance coaching to support the success and development of the team.

A Day in the Life:

• Generates reports and analyzes metrics and trends to provide insight to management on potential future needs, opportunities, and strategies to improve performance. 

• Applies workforce management tools to forecast work volumes, schedule staff to adequately cover lines, and monitor agent adherence and utilization. Maintains knowledge of all phone and non-phone tasks and provides direction to agents and management to support service level and abandonment rate goals.

• Acts as liaison between operations, technical operations, and client teams by troubleshooting issues, coordinating technology upgrades, and providing guidance on contact center best practices. Manages the Interactive Voice Response (IVR) and other technology-related initiatives for the program.

• Assists with training and support of software applications required for key workflow processes, such as call handlers and reporting tools.

• Conducts performance appraisals, management and salary administration for direct reports. Monitors employee work. Handles employee relations issues, scheduling and time record verification, recruiting and billable hours management. Performs phone and database quality consistency monitoring of staff that are performing consultant responsibilities. Provides input to management on technical elements (e.g., metric management).

Education and Experience

• Bachelor's degree or equivalent and relevant formal academic / vocational qualification

• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 5+ years).

• 1+ year of leadership responsibility

Knowledge, Skills, Abilities

• Knowledge of call center processes, technology and concepts

• Excellent organizational skills

• Strong attention to detail

• Time management skills and the ability to multi-task

• Effective verbal and written communication skills

• Excellent language skills (comprehension, speaking, reading and writing) must be demonstrated if the position requires languages other than English

• Excellent problem solving and data analysis skills

• Excellent computer skills including Microsoft Office tools

• Excellent interpersonal skills

• Ability to work in a collaborative team environment

• Leadership skills

• Training/Mentoring skills

Physical Requirements and Working Environment:

Thermo Fisher Scientific values the health and well-being of our employees. We support and encourage individuals to build a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:

• Ability to access and use a variety of computer software developed both in-house and off-the-shelf

• Ability to communicate information and ideas of others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences

• Frequently interacts with others to acquire or relate information to diverse groups.

• Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals. Requires multiple periods of driven concentration

• Constant interaction with clients/associates required

• Daily exposure to high pressure, intense concentration needed

• Rotating shifts may be required and the primary operation supports US business hours

• The position is a hybrid position with some days in office and some days from private remote location

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Accessibility/Disability Access

Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

*This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.