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Thermo Fisher Scientific
Thermo Fisher Scientific
H1B Visa SponsorHealthcareLogisticsManufacturing
Thermo Fisher Scientific develops and delivers technologies, laboratory products, and pharmaceutical services that support scientific research and healthcare. Its work spans life sciences research, analytical problem-solving, laboratory productivity, diagnostics, and the development and manufacturing of therapies. The company serves customers through a global team and a portfolio of brands including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. Its careers encompass the scientific, healthcare, manufacturing, logistics, and service operations behind these offerings.
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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.

PHPhilippinesHybridFull-timeMiddleSeniorEnglish RequiredData Analyst
Cloud

Description

  • 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.

Requirements

  • 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.

Benefits

  • 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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