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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‑ont medical information services to patients, healthcare providers, and other stakeholders.
Discover Impactful Work 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.
Responsibilities Firstly, you will generate reports for both internal and external clients, ensuring that we not only meet but exceed contractual and regulatory standards. You will dive deep into key performance metrics, analyze trends, and spot outliers or potential red flags. Your insights will be the driving force behind our decision‑making process, empowering 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.
A Day in the Life
Generates reports for internal and external clients to meet contractual and regulatory standards.
Analyzes trends in key performance metrics and provides insight to program leaders on patterns, outliers, and opportunities to improve performance.
Acts as reporting subject‑matter expert for extracting and interpreting data from critical systems such as CRMs and telephony.
Applies workforce management tools to forecast work volumes, schedule staff to adequately cover lines, and monitor agent adherence and utilization.
Maintains knowledge of all phone and non‑phone tasks and provides direction to agents and management to support service level and abandonment rate goals.
Acts as liaison between operations, technical operations, and client teams by troubleshooting issues, submitting tickets, and providing guidance on contact center best practices.
Assists with training and support of software applications required for key workflow processes, such as call handlers and reporting tools.
Completes assigned tickets as needed.
Education
Bachelor's degree or equivalent and relevant formal academic / vocational qualification.
Experience
Education and Experience: 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 2+ years).
Knowledge, Skills, Abilities
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.
Physical Requirements and Working Environment
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 to be understood; 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 a private remote location.
EEO Statement 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.
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Compétences linguistiques
- English
Avis aux utilisateurs
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