Workforce Analytics Specialist

hace 2 semanas


Ciudad de México, Ciudad de México Thermo Fisher Scientific A tiempo completo

Job Overview

At Thermo Fisher Scientific, we're dedicated to delivering exceptional service and innovative solutions to our customers. As a key member of our Medical Communication Team, you'll play a vital role in helping us achieve our mission.

Key Responsibilities

  • Generate comprehensive reports for internal and external stakeholders to meet contractual and regulatory standards.
  • Analyze trends in key performance metrics and identify areas for improvement.
  • Support real-time workforce management, ensuring seamless scheduling and coordination of phone and non-phone work.
  • Provide expert guidance to agents and management to optimize service level and abandonment rate goals.
  • Collaborate with cross-functional teams to troubleshoot issues and implement process improvements.
  • Develop and maintain expertise in software applications, including call handlers and reporting tools.

Requirements

  • Bachelor's degree or equivalent in a relevant field.
  • Previous experience in workforce management, data analysis, or a related field.
  • Excellent organizational, communication, and problem-solving skills.
  • Strong attention to detail and ability to multitask.
  • Proficiency in Microsoft Office tools, especially Excel.
  • Ability to work in a fast-paced, dynamic environment.

What We Offer

  • A collaborative and supportive team environment.
  • Opportunities for professional growth and development.
  • A comprehensive benefits package.
  • A hybrid work arrangement with flexibility to work from home.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer



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