11 ene
Thermo Fisher Scientific
Xico
.At Thermo Fisher Scientific team, you'll discover impactful work, innovative thinking and a culture dedicated to working the right way, for the right reasons - with the customer always top of mind.
The work we do matters, like helping customers find cures for cancer, protecting the environment, making sure our food is safe and delivering COVID-19 solutions.
As the world leader in serving science, with the largest investment in R&D; in the industry, our colleagues are empowered to realize their full potential as part of a fast-growing, global organization that values passion and unique contributions.
Our commitment to our colleagues across the globe is to provide the resources and opportunities they need to make a difference in our world while building a fulfilling career with us.
**Location/Division Specific Information**In our Medical Communication Team, we deliver outstanding service.
We work to improve patient health by supplying high-quality medical information services on behalf of our clients to patients, healthcare providers and other client stakeholders.
We lead medical information inquiries, document adverse events and product complaints, support product launches, and help clients set up successful medical communications operations in a sophisticated, global environment.
**Discover Impactful Work**:As **Workforce Analytics Specialist**, you will have 2 main responsibilities in our contact center.
First, you will generate reports for internal and external clients to meet contractual and regulatory standards, analyze trends in key performance metrics, and share outliers and potential red flags with program leaders.
The second is real-time workforce management.
This includes supporting scheduling and coordination of phone and non-phone work and providing direction to agents and management to support service level and abandonment rate goals.
**A day in the Life**:- Generates reports for internal and external clients to meet contractual and regulatory standards.- Analyzes trends in key performance metrics and shares outliers and potential red flags with program leaders.- Supports scheduling and coordination of phone and non-phone work.- Provides direction to agents and management to support service level and abandonment rate goals.- Acts as liaison between operations, technical operations, and client teams by troubleshooting issues and submitting tickets.- Completes assigned tickets as needed.
**Education**- Bachelor's degree or equivalent and relevant formal academic / vocational qualification**Experience**- Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 0 to 2 years)
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