Workforce Analytics Specialist III

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Are you a contact center professional with a passion for translating data into insights? 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 Workforce Analytics Specialist III to join our contact center. In this crucial role, you will have two primary responsibilities that are essential to our operations.

First, you will be responsible for generating reports for both internal and external clients. You will apply your experience and knowledge to anticipate needs and proactively transform data into insights to support performance metrics. You will leverage advanced Excel skills to build efficient, automated, and accurate reports. You will dive deep into key performance metrics to analyze trends, uncover root cause, and identify outliers and red flags. Your insights will be the driving force behind our decision-making process, empowering our program leaders to make strategic and impactful choices.

Second, you will be responsible for using workforce management tools to forecast work volumes, create schedules to align with the forecast, and monitor queues in real-time to analyze schedule adherence and variance to forecast. You will create staffing plans for events that drive significant changes in work volume or agent availability, such as holidays, training sessions, client product launches, and new hire onboarding. Your guidance and direction to our agents and management will be instrumental in achieving our service level and abandonment rate goals.

A day in the Life:

• Develop reports, primarily in Excel, for internal and external clients to meet contractual and regulatory standards.
• Analyze trends in key performance metrics to identify outliers and potential red flags and uncover the root cause.
• Translate data into insights and consult with leaders on strategies to improve operational performance.
• Generate forecasts and agent schedules to support appropriate staffing and coordination of phone and non-phone work.
• Prepare and deliver presentations to key stakeholders to share compelling and insightful data stories.
• Monitor queues in real-time and provide direction to agents and management to support service level and abandonment rate goals.
• Act as a liaison between operations, technical operations, and client teams by troubleshooting technical issues and submitting tickets.
• Deliver key workflow process training and assist staff in the use of software applications and tools.

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 5+ years).

Knowledge, Skills, Abilities

• Mastery of contact center operational KPIs
• Analytical curiosity with the ability to turn data into insights and conduct root cause analysis
• Expertise with workforce management tools
• Advanced Excel and Microsoft Office tool experience
• Strong attention to detail
• Time management skills and the ability to multi-task
• Effective verbal and written communication skills
• Ability to work in a collaborative team environment
• Experience in delivering presentations and public speaking
• Excellent problem-solving skills
• Genesys Cloud experience preferred
• Power Platform experience preferred

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.