Work Schedule

Third Shift (Nights)

Environmental Conditions

Office

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 and healthcare providers!

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. Join our team and contribute to the success of our organization by using data to drive performance improvements and strategic decision-making.

The Manager Workforce Analytics is responsible for using workforce management tools to forecast work volumes, schedule staff, and monitor agent performance. They create reports using data from multiple sources and analyze metrics and trends to provide insights to management and communicate opportunities for improvement.

The Manager Workforce Analytics also oversees a team of workforce analytics staff and conducts performance appraisals, supervises employee work, and handles employee relations issues. Additionally, they perform quality monitoring and provide performance coaching to support the success and development of the team.

Key Responsibilities:

Demonstrate a deep understanding of contact center metrics and key performance indicators (KPIs), using this knowledge to drive operational excellence.Thrive in a fast-paced, large contact center environment, effectively managing multiple priorities and adapting to changing demands.Leverage advanced skills in the Genesys Cloud WFM tool to optimize scheduling, forecasting, and resource allocation.Utilize historical reports and business intelligence tools to analyze data, identify trends, and uncover root causes to provide actionable insights to drive performance improvements.Design and develop comprehensive reports in Excel based on business requirements, ensuring accurate and timely delivery of critical information.Deliver presentations and training sessions to effectively share knowledge to enhance team capabilities.Apply critical thinking skills to identify innovative solutions to complex challenges, ensuring continuous improvement in processes and performance.Exhibit a strategic approach with the ability to anticipate client needs and proactively take steps to address them.Demonstrate ownership and engagement with business objectives, consistently striving to exceed expectations.Possess excellent interpersonal and communication skills, with the ability to effectively interact with clients and deliver compelling presentations. This role requires a professional demeanor and the capability to convey complex information clearly and confidently to diverse audiences.Passionately advocate for data-driven decision-making by using technology to measure and drive performance to achieve business goals.Lead, coach, and develop a team of workforce analytics professionals, fostering a high-performance culture and ensuring alignment with business objectives.Implement and oversee performance management processes, including setting goals, providing feedback, and conducting performance reviews.Lead recruiting and hiring efforts to ensure the team is staffed with skilled professionals who align with the company’s values and objectives.

Education and Experience

Bachelor's degree or equivalent and relevant formal academic / vocational qualificationPrevious experience that provides the knowledge, skills, and abilities to perform the job (comparable to 5+ years) with 1+ years of leadership responsibility

Knowledge, Skills, Abilities

Strong understanding of contact center metrics and KPIs.Experience in a fast-paced, large contact center environment.Expertise in Genesys Cloud WFM.Advanced proficiency in Excel and experience designing reports from requirements.Proficiency with business intelligence tools. (Tableau, Power BI)Demonstrated ability to analyze data and identify trends and root causes.Passion for metrics and data-driven decision-making.Tech-savvy with a strong interest in using technology for performance improvement.Proven experience with performance management, coaching, and team development.

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-shelfAbility 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 sentencesFrequently 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 concentrationConstant interaction with clients/associates requiredDaily exposure to high pressure, intense concentration neededRotating shifts may be required and the primary operation supports US business hoursThe position is a hybrid position with some days in office and some days from private remote location