Thermo Fisher Scientific · 2 hours ago
Workforce Analytics Specialist III
Morrisville, NC
Full-time
Hybrid
Senior Level
5+ years expThermo Fisher Scientific is a leading company dedicated to making the world healthier, cleaner, and safer. They are seeking a Workforce Analytics Specialist III to generate reports and analyze performance metrics, as well as manage workforce tools to forecast work volumes and create schedules.
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)
Experience with excel using pivot tables, power pivot, macros, power query etc
Call or Contact Center experience
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
Ability to access and use a variety of computer software developed both in-house and off-the-shelf
Ability 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 sentences
Frequently 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 concentration
Constant interaction with clients/associates required
Daily exposure to high pressure, intense concentration needed
Rotating shifts may be required and the primary operation supports US business hours
The position is a hybrid position with some days in office and some days from private remote location
Preferred
Genesys Cloud experience preferred
Power Platform experience preferred
Benefits
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.
Accessibility/Disability Access
Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process.
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
Michel Lagarde
Chief Operating Officer
Recent News
CB Insights
2026-01-23
Company data provided by crunchbase