Workforce Analytics Specialist I

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Thermo Fisher Scientific is seeking a skilled Workforce Analytics Specialist to join our dynamic Medical Communications Team. In this crucial role, you will be responsible for generating reports for internal and external clients, analyzing trends in key performance metrics, and providing insights to drive strategic decision-making.

A day in the life:

• Generate reports for internal and external clients to meet contractual and regulatory standards.
• Analyze trends in key performance metrics and share insights 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.

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• Bachelor's degree or equivalent and relevant formal academic/vocational qualification.

• Previous experience providing knowledge, skills, and abilities to perform the job (comparable to 1 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 and Genesys Cloud experience is a plus.