Workforce Analytics Specialist
hace 2 semanas
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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