Workforce Analytics Specialist I

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Summarized Purpose :

Serves as a program point person for schedule adherence and monitoring staff activity. Assists with client reporting and real-time management responsibilities. Provides analysis of contact center data to the client and internal contacts.

Essential Functions

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.

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 0 to 2 years’) or equivalent combination of education, training, & experience.

In some cases an equivalency, consisting of a combination of appropriate education, training and / or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.

Knowledge, Skills and Abilities :

Organizational skills

Strong attention to detail

Time management skills and the ability to multi-task

Effective verbal and written communication skills

Excellent language skills (comprehension, speaking, reading and writing) must be demonstrated if the

position requires languages other than English

Excellent problem solving skills

Excellent computer skills including Microsoft Office tools

Excellent interpersonal skills

Ability to work in a collaborative team environment

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.

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