Workforce Analytics Specialist I

Thermo Fisher Scientific Inc.; Ciudad de México; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading company in the scientific sector is seeking a dedicated individual to monitor staff activity and ensure schedule adherence. This role involves generating reports, analyzing performance metrics, and providing training support. Ideal candidates will have strong organizational and communication skills, along with a Bachelor's degree. Join a collaborative team and contribute to achieving service level goals.

Formación

• 0 to 2 years of relevant experience or equivalent education and training.

Responsabilidades

• Generates reports for clients to meet standards.
• Analyzes performance metrics and shares insights.
• Supports scheduling and coordination of work.

Conocimientos

Organizational skills

Attention to detail

Time management

Communication

Problem-solving

Interpersonal skills

Educación

Bachelor's degree

Herramientas

Microsoft Office

Descripción del empleo

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Summarized Purpose:
Serves as a program point person for schedule adherence and monitoring staff activity. Assists with client reporting and real-time management responsibilities. Provides analysis of contact center data to the client and internal contacts.

Essential Functions

• 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.
• Assists with training and support of software applications required for key workflow processes, such as call handlers and reporting tools.
• Completes assigned tickets as needed.

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 0 to 2 years) or an equivalent combination of education, training, and experience.

In some cases, an equivalency, consisting of a combination of appropriate education, training, and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.

Knowledge, Skills, and Abilities:

• 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), if the position requires languages other than English
• Excellent problem-solving skills
• Excellent computer skills, including Microsoft Office tools
• Excellent interpersonal skills
• Ability to work in a collaborative team environment