Workforce Analytics Specialist III

Thermo Fisher Scientific • Morrisville, NC

8d • Hybrid

About The Position

Are you a contact center professional with a passion for translating data into insights? 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 III to join our contact center. In this crucial role, you will have two primary responsibilities that are essential to our operations. First, you will be responsible for generating reports for both internal and external clients. You will apply your experience and knowledge to anticipate needs and proactively transform data into insights to support performance metrics. You will leverage advanced Excel skills to build efficient, automated, and accurate reports. You will dive deep into key performance metrics to analyze trends, uncover root cause, and identify outliers and red flags. Your insights will be the driving force behind our decision-making process, empowering our program leaders to make strategic and impactful choices.

Second, you will be responsible for using workforce management tools to forecast work volumes, create schedules to align with the forecast, and monitor queues in real-time to analyze schedule adherence and variance to forecast. You will create staffing plans for events that drive significant changes in work volume or agent availability, such as holidays, training sessions, client product launches, and new hire onboarding. 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: Develop reports, primarily in Excel, for internal and external clients to meet contractual and regulatory standards. Analyze trends in key performance metrics to identify outliers and potential red flags and uncover the root cause. Translate data into insights and consult with leaders on strategies to improve operational performance. Generate forecasts and agent schedules to support appropriate staffing and coordination of phone and non-phone work. Prepare and deliver presentations to key stakeholders to share compelling and insightful data stories. Monitor queues in real-time and provide direction to agents and management to support service level and abandonment rate goals. Act as a liaison between operations, technical operations, and client teams by troubleshooting technical issues and submitting tickets. Deliver key workflow process training and assist staff in the use of software applications and tools.

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 5+ years).
• Mastery of contact center operational KPIs
• Analytical curiosity with the ability to turn data into insights and conduct root cause analysis
• Expertise with workforce management tools
• Advanced Excel and Microsoft Office tool experience
• Strong attention to detail
• Time management skills and the ability to multi-task
• Effective verbal and written communication skills
• Ability to work in a collaborative team environment
• Experience in delivering presentations and public speaking
• Excellent problem-solving skills

Nice To Haves

• Genesys Cloud experience preferred
• Power Platform experience preferred

Responsibilities

• Develop reports, primarily in Excel, for internal and external clients to meet contractual and regulatory standards.
• Analyze trends in key performance metrics to identify outliers and potential red flags and uncover the root cause.
• Translate data into insights and consult with leaders on strategies to improve operational performance.
• Generate forecasts and agent schedules to support appropriate staffing and coordination of phone and non-phone work.
• Prepare and deliver presentations to key stakeholders to share compelling and insightful data stories.
• Monitor queues in real-time and provide direction to agents and management to support service level and abandonment rate goals.
• Act as a liaison between operations, technical operations, and client teams by troubleshooting technical issues and submitting tickets.
• Deliver key workflow process training and assist staff in the use of software applications and tools.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees