Thermo Fisher Scientific · 1 day ago
Workforce Analytics Specialist III
Morrisville, NC
Full-time
Hybrid
Senior Level
5+ years expThermo Fisher Scientific is dedicated to delivering outstanding service and providing top-notch medical information services. They are seeking a skilled Workforce Analytics Specialist III to generate reports and analyze workforce metrics, transforming data into actionable insights to support decision-making and operational performance.
BioinformaticsBiotechnologyCloud Data ServicesConsultingHealth CareLife ScienceManagement Information SystemsOffice SuppliesPrecision Medicine
Responsibilities
Develop reports, primarily in Excel, for internal and external clients to meet contractual and regulatory standards
Analyze trends in key performance metrics to identify outliers and potential red flags and uncover the root cause
Translate data into insights and consult with leaders on strategies to improve operational performance
Generate forecasts and agent schedules to support appropriate staffing and coordination of phone and non-phone work
Prepare and deliver presentations to key stakeholders to share compelling and insightful data stories
Monitor queues in real-time and provide direction to agents and management to support service level and abandonment rate goals
Act as a liaison between operations, technical operations, and client teams by troubleshooting technical issues and submitting tickets
Deliver key workflow process training and assist staff in the use of software applications and tools
Qualification
Required
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 5+ years)
Mastery of contact center operational KPIs
Analytical curiosity with the ability to turn data into insights and conduct root cause analysis
Expertise with workforce management tools
Advanced Excel and Microsoft Office tool experience
Strong attention to detail
Time management skills and the ability to multi-task
Effective verbal and written communication skills
Ability to work in a collaborative team environment
Experience in delivering presentations and public speaking
Excellent problem-solving skills
Preferred
Genesys Cloud experience
Power Platform experience
Company
Thermo Fisher Scientific
Thermo Fisher Scientific is a biotechnology and laboratory equipment company that provides a wide range of scientific products and services.
10001+ employees
H1B Sponsorship
Thermo Fisher Scientific has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (272)
2024 (224)
2023 (233)
2022 (342)
2021 (315)
2020 (227)
Funding
Current Stage
Public CompanyTotal Funding
$15.97BKey Investors
National Grid
2025-11-24Post Ipo Debt· $2.42B
2025-09-30Post Ipo Debt· $2.5B
2023-08-07Post Ipo Debt· $2.95B
Leadership Team
Stephen Williamson
Senior Vice President and Chief Financial Officer
Daniella Cramp
Senior Vice President and President, Bioproduction Group
Recent News
Crunchbase News
2025-12-31
2025-12-25
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2025-12-19
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