Workforce Analytics Specialist I

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.

We are currently seeking a skilled and dedicated Workforce Analytics Specialist to join our contact center. In this crucial role, you will have two primary responsibilities that are essential to our operations.

Firstly, you will be responsible for generating reports, transforming data, analyzing, spotting any outliers or potential red flags, presenting the data to multiple clients both internal and external, and ensuring providing the data that our Operations team needs that not only meets but exceeds performance standards. Your insights will help empower our program leaders to make strategic and impactful decisions.

Secondly, you will be responsible for real-time workforce management, including the coordination and scheduling of phone and non-phone work. Your guidance and direction to our agents and management will be instrumental in achieving our service level and abandonment rate goals.

• Generates reports for internal and external clients to meet contractual and regulatory standards.
• Owns data quality, accuracy, accessibility, privacy, retention, and compliance responsibilities of operational program resources.
• Analyzes trends in key performance metrics, shares outliers and potential red flags with program leaders, and proactively recommends solutions.
• Key performance contact center metrics, to include AHT, service level, abandonment rate, utilization/availability/occupancy, as well as CRM-metrics that include surveys (CSAT/NPS), quality, compliance, etc.
• Supports scheduling and coordination of phone and non-phone work.
• Contribute to the enhancement of analytics capabilities, including new metrics, visualizations, and self-service tools.
• Documenting reporting processes, definitions, and methodologies to support transparency and repeatability.
• Provides directions to agents and management to support service level and abandonment rate goals.
• Proactively addresses opportunities with Operations, IT, and client teams by troubleshooting issues, and submitting following up on tickets.
• Assists with training and support of software applications required for key workflow processes, such as call handlers and reporting tools.

• Bachelor's degree or equivalent and relevant formal academic, vocational qualifications, or equivalent experience that provides the knowledge, skills, and abilities to perform the job.

• 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, while able to function independently with minimal supervision.

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:

• The position is a hybrid position with some days in office and some days from private remote location.
• 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/colleagues required.
• Daily exposure to high pressure, intense concentration needed.
• Rotating shifts may be required, and the primary operation supports US business hours.

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.

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.

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.