Manager, Workforce Analytics

at  Thermo Fisher Scientific

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-notch medical information services to patients, healthcare providers, and other stakeholders.
Shift Schedule: Mid Shift (3:00PM to 12:00AM PHT)

DISCOVER IMPACTFUL WORK:

We are currently seeking a skilled and dedicated Manager, Workforce Analytics to join our contact center.
If you are a highly motivated individual with a passion for data analysis, workforce management, and performance coaching, we encourage you to apply. Be a valued member of our organization and achieve results, by using data to drive performance improvements and strategic decision-making.
The Manager Workforce Analytics is responsible for manipulating and visualizing data from multiple sources to create Key Performance Indicator (KPI) reports. They will analyze metrics and trends to provide insights to management and find opportunities for improvement. Additionally, they will act as a domain expert in reporting, extracting and interpreting data from critical systems, and apply workforce management tools to forecast work volumes, schedule staff, and monitor agent performance.
The Manager Workforce Analytics also manages workforce analytics staff. As part of these responsibilities, they will conduct performance appraisals, supervise employees daily assignments, and handle employee relations issues. Additionally, they will perform quality monitoring and provide performance coaching to support the success and development of your team.

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 5+ years).
• 1+ year of leadership responsibility

KNOWLEDGE, SKILLS, ABILITIES

• 
  
  
  
• Knowledge of contact center processes, technology and concepts

• Excellent 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 and data analysis skills
• Excellent computer skills including Microsoft Office tools
• The ability to effectively communicate, collaborate, and establish strong working relationships.
• Ability to work in a collaborative team environment
• Leadership skills
• Training/Mentoring skills

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT:

Thermo Fisher Scientific values the health and well-being of our employees. We support and encourage individuals to build a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:

• 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
• The position is a hybrid position with some days in office and some days from private remote location

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.
Apply today! http://jobs.thermofisher.com
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.

• 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
• The position is a hybrid position with some days in office and some days from private remote locatio