Advanced Analytics Specialist
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Thermo Fisher Scientific ऐसी प्रौद्योगिकियाँ, प्रयोगशाला उत्पाद और फार्मास्युटिकल सेवाएँ विकसित तथा उपलब्ध कराती है, जो वैज्ञानिक अनुसंधान और स्वास्थ्य सेवा को समर्थन देती हैं। इसका कार्य जीवन विज्ञान अनुसंधान, विश्लेषणात्मक समस्याओं के समाधान, प्रयोगशाला उत्पादकता, निदान तथा उपचारों के विकास और निर्माण तक फैला हुआ है। कंपनी Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon और PPD सहित विभिन्न ब्रांडों के पोर्टफोलियो तथा एक वैश्विक टीम के माध्यम से ग्राहकों की सेवा करती है। इसके करियर अवसर इन उत्पादों और सेवाओं से जुड़ी वैज्ञानिक, स्वास्थ्य सेवा, विनिर्माण, लॉजिस्टिक्स और सेवा संचालन को शामिल करते हैं।
Workforce Analytics Specialist I – Hybrid Night Shift
Analyze contact center performance and prepare reports for Thermo Fisher Scientific’s medical communications team. Support real-time workforce scheduling during night-shift operations in a hybrid setting.
विवरण
- Prepare reports for internal and external clients that meet contractual and regulatory standards.
- Analyze data, flag anomalies and potential risks, and share findings with internal and external clients.
- Maintain the quality, accuracy, accessibility, privacy, retention, and compliance of operational program data.
- Assess contact center measures such as AHT, service level, abandonment, utilization, availability, occupancy, CSAT/NPS, quality, and compliance.
- Assist with real-time workforce management by scheduling and coordinating phone and non-phone work.
- Guide agents and managers in meeting service-level and abandonment-rate targets.
- Expand analytics capabilities with new measures, visualizations, and self-service tools.
- Record reporting processes, metric definitions, and analytical methods.
- Resolve issues with Operations, IT, and client teams, and file and track support tickets.
- Help train users and support applications such as call-handling and reporting tools.
आवश्यकताएँ
- Bachelor’s degree or equivalent, together with relevant academic or vocational qualifications or equivalent experience.
- Strong English comprehension, speaking, reading, and writing skills.
- Workforce management expertise; Genesys Cloud experience is an advantage.
- Strong problem-solving ability.
- Strong computer skills, including Microsoft Office, particularly Excel.
- Good organizational ability.
- Close attention to detail.
- Effective time management and ability to handle multiple tasks.
- Clear verbal and written communication.
- Strong interpersonal skills.
- Ability to work well with others and independently with minimal supervision.
- Ability to access and use in-house and commercially available software.
- Availability for rotating shifts; the primary operation supports US business hours.
लाभ
- Hybrid arrangement combining office work with work from a private remote location.
- Professional, collaborative team environment.
- Application-process accessibility assistance or accommodations are available to job seekers with disabilities.
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