Workforce Analytics Specialist

hace 3 semanas

Xico, México Thermo Fisher Scientific A tiempo completo
Join Our Team as a Workforce Analytics Specialist

At Thermo Fisher Scientific, we're committed to making a difference in the world. As a Workforce Analytics Specialist, you'll play a critical role in helping us achieve our mission. Your expertise will drive business growth, improve customer satisfaction, and enhance our operational efficiency.

About the Role

We're seeking a highly skilled and detail-oriented individual to join our Medical Communication Team. As a Workforce Analytics Specialist, you'll be responsible for generating reports, analyzing trends, and providing insights to support our business objectives. Your strong analytical skills, combined with your ability to communicate complex data insights, will make you an invaluable asset to our team.

Key Responsibilities
  • 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.
  • Support scheduling and coordination of phone and non-phone work.
  • 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 issues and submitting tickets.
Requirements
  • 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 0 to 2 years).
  • Strong organizational skills, attention to detail, and time management skills.
  • Excellent English language skills (comprehension, speaking, reading, and writing).
  • Workforce management expertise, Genesys Cloud experience is a plus.
What We Offer

At Thermo Fisher Scientific, we value our employees' health and well-being. We offer a hybrid work environment, with some days in the office and some days from a private remote location. Our team is committed to making a difference in the world, and we're excited to have you join us on this journey.

We're an EEO/Affirmative Act employer, and we welcome diverse experiences, backgrounds, and perspectives. If you're passionate about making a difference and have the skills and expertise to excel in this role, we encourage you to apply.

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