Workforce Analytics Specialist I

ThermoFisher Scientific; Ciudad de México; Hybrid; MXN 201,000 - 312,000; Full time

Job summary

Thermo Fisher Scientific is seeking a Customer Administration Specialist to help maintain data integrity, generate reports, and analyze performance metrics across global operations. You will support workforce management and coordinate with internal teams and external clients to uphold service standards.

This role blends remote work with in-office collaboration across multiple time zones, requiring strong Excel skills and fluent English.

Qualifications

• Bachelor's Degree required; no prior experience in customer service, data analysis, or administrative support.
• Scientific or technical certification preferred
• Advanced proficiency in Microsoft Office suite, particularly Excel
• Strong analytical and problem-solving capabilities
• Excellent organizational and time management skills with ability to multi-task
• Superior verbal and written communication skills in English
• Experience with workforce management systems (Genesys Cloud experience a plus)
• Detail-oriented with high accuracy in data management and reporting
• Strong interpersonal skills and ability to work collaboratively
• Ability to work independently
• Flexibility to work rotating shifts supporting multiple time zones
• Ability to maintain attention to detail during busy periods
• Proficiency in using both in-house and commercial software applications
• Ability to manage customer relationships across diverse business environments
• Physical ability to remain stationary for extended periods while using computer systems

Responsibilities

• Generate reports and analyze performance metrics to support operations.
• Provide workforce management support to ensure service standards are met.
• Manage product data and coordinate schedules.
• Serve as liaison between operations and technical teams.
• Work across multiple time zones with remote and in-office collaboration.

Skills

Analytical skills

Time management

Communication skills

Interpersonal skills

Independent worker

Multi-tasking

Problem solving

Education

Bachelor's Degree

Tools

Excel

Genesys Cloud

In-house software

Job description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION

Join our Customer Support team at Thermo Fisher Scientific as a Customer Administration Specialist, where you'll contribute to delivering exceptional service and maintaining data integrity across our operations. You'll generate reports, analyze performance metrics, and provide workforce management support to ensure we meet and exceed our service standards. This position offers the opportunity to work with advanced systems while supporting our mission of enabling customers to make the world healthier, cleaner, and safer.

Working closely with internal teams and external clients, you'll manage product data, coordinate schedules, and serve as a liaison between operations and technical teams. Your analytical insights will inform decision-making, while your customer-focused approach will help maintain our high service levels. This role combines remote work with in-office collaboration, supporting operations across multiple time zones.

REQUIREMENTS

• Bachelor's Degree required; no prior experience required in customer service, data analysis, or administrative support
• Scientific or technical certification preferred
• Advanced proficiency in Microsoft Office suite, particularly Excel
• Strong analytical and problem-solving capabilities
• Excellent organizational and time management skills with ability to multi-task
• Superior verbal and written communication skills in English
• Experience with workforce management systems (Genesys Cloud experience a plus)
• Detail-oriented with high accuracy in data management and reporting
• Strong interpersonal skills and ability to work collaboratively
• Ability to work independently
• Flexibility to work rotating shifts supporting multiple time zones
• Ability to maintain attention to detail during busy periods
• Proficiency in using both in-house and commercial software applications
• Ability to manage customer relationships across diverse business environments
• Physical ability to remain stationary for extended periods while using computer systems

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.