Workforce Analytics Specialist

Thermo Fisher Scientific • Wilmington, NC

1d • Hybrid

About The Position

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-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 to join our contact center. In this crucial role, you will have two primary responsibilities that are essential to our operations. Firstly, you will be responsible for generating 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, analyzing trends, and spotting any 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.

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).
• 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
• Excellent problem solving skills
• Excellent computer skills including Microsoft Office tools, especially Excel
• Excellent interpersonal skills
• Ability to work in a collaborative team 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 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

Nice To Haves

• Workforce management expertise, Genesys Cloud experience is a plus

Responsibilities

• Generates reports for internal and external clients to meet contractual and regulatory standards.
• Analyzes trends in key performance metrics and shares outliers and potential red flags with program leaders.
• Supports scheduling and coordination of phone and non-phone work.
• 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 and submitting tickets.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level