Workforce Analytics Specialist

Job Description

At Thermo Fisher Scientific team, you’ll discover impactful work, innovative thinking and a culture dedicated to working the right way, for the right reasons - with the customer always top of mind. The work we do matters, like helping customers find cures for cancer, protecting the environment, making sure our food is safe and delivering COVID-19 solutions. As the world leader in serving science, with the largest investment in R&D in the industry, our colleagues are empowered to realize their full potential as part of a fast-growing, global organization that values passion and unique contributions. Our commitment to our colleagues across the globe is to provide the resources and opportunities they need to make a difference in our world while building a fulfilling career with us.

Location/Division Specific Information

In our Medical Communication Team, we deliver outstanding service. We work to improve patient health by supplying high-quality medical information services on behalf of our clients to patients, healthcare providers and other client stakeholders. We lead medical information inquiries, document adverse events and product complaints, support product launches, and help clients set up successful medical communications operations in a sophisticated, global environment.

Discover Impactful Work:

As Workforce Analytics Specialist, you will have 2 main responsibilities in our contact center. First, you will generate reports for internal and external clients to meet contractual and regulatory standards, analyze trends in key performance metrics, and share outliers and potential red flags with program leaders. The second is real-time workforce management. This includes supporting scheduling and coordination of phone and non-phone work and providing direction to agents and management to support service level and abandonment rate goals.

A day in the Life:

• Generates reports for internal and external clients to meet contractual and regulatory standards.
• Analyzes trends in key performance metrics and shares outliers and potential red flags with program leaders.
• Supports scheduling and coordination of phone and non-phone work.
• 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 and submitting tickets.
• Assists with training and support of software applications required for key workflow processes, such as call handlers and reporting tools.
• Completes assigned tickets as needed.

Education

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

Experience

• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 0 to 2 years).

Knowledge, Skills, Abilities

• Organizational skills
• Strong attention to detail
• Time management skills and the ability to multi-task
• Effective verbal and written communication skills
• Excellent English language skills (comprehension, speaking, reading and writing) must be demonstrated
• Workforce management expertise, Genesys Cloud experience is a plus
• Excellent problem solving skills
• Excellent computer skills including Microsoft Office tools, especially Excel
• Excellent interpersonal skills
• Ability to work in a collaborative team environment

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.