- 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.
- 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).
- Organizational skills
- Strong attention to detail
- Time management skills and the ability to multi-task
- Effective verbal and written communication skills
- Excellent English language skills (comprehension, speaking, reading and writing) must be demonstrated
- Workforce management expertise, Genesys Cloud experience is a plus
- Excellent problem solving skills
- Excellent computer skills including Microsoft Office tools, especially Excel
- Excellent interpersonal skills
- Ability to work in a collaborative team environment
- 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
-
Data Analytics Specialist
há 17 horas
GM Financial São Paulo, BrasilWhy GMF? · A GM Financial International Operations conduz negócios na América Latina e na China. A International Operations oferece uma ampla variedade de produtos de financiamento automotivo no atacado e no varejo para revendedores e seus clientes. A força do negócio internaci ...
-
Workforce Analytics Specialist
há 2 dias
Thermo Fisher Scientific Sao Paulo, BrasilAt 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 t ...
-
Data Analytics Specialist
há 1 dia
General Motors Sao Paulo, Brasil**Job Description**: · **RESPONSABILIDADES**: · - Você cria modelos preditivos e algoritmos de aprendizado de máquina · - Você analisa grandes quantidades de informações para descobrir tendências e padrões · - Realize o pré-processamento de dados estruturados e não estruturados · ...
-
People Analytics Specialist
há 5 horas
unico São Paulo, Brasil Período integral; remoto primeiroA Unico é a primeira e maior IDtech brasileira, desenvolvendo soluções inovadoras para a proteção da identidade dos brasileiros nas relações com empresas privadas. Queremos colocar o Brasil no mapa global da inovação a partir do desenvolvimento de tecnologias que possam trazer se ...
-
Digital Analytics Specialist, Colombia
há 2 dias
Ci&T Sao Paulo, BrasilWe partner with the world's most valuable brands to build digital solutions that transform businesses. As a digital native, we bring a 29-year track record of accelerating business impact through complete and scalable digital solutions. With a global presence of 6,000+ profession ...
-
Capital Analytics Knowledge Specialist
há 17 horas
McKinsey & Company São Paulo, BrasilYou will be based in Sao Paolo, Brazil or San Jose, Costa Rica as part of our Capital Analytics Client Capabilities Network which is part of our broader Capital Excellence Service Line.Capital Analytics provides distinctive analysis, insights, and support to major capital project ...
-
Data Visualization Specialist
há 1 dia
Serasa Experian Sao Paulo, BrasilDescrição da empresa · **Vaga Exclusiva para Pessoa com Deficiência (PCD)** · Um dos nossos objetivos é sermos reconhecidos como uma companhia ágil, voltada a tecnologia e inovação. Portanto, acreditamos que trabalhar conectados como um time único e em um ambiente dinâmico e desa ...
-
Key Account Specialist, Br Books
há 1 dia
Amazon Servicos de Varejo do Brasil Ltda. Sao Paulo, BrasilBachelor's degree · - Experience using analytical specific tools such as Google Analytics, SQL or HTML · At Amazon Brazil we value Diversity, Equity and Inclusion (DEI) in all our job positions, therefore, we act intentionally so that our internal environment reflect the pluralit ...
-
Global RPASpecialist
há 1 dia
3M Sao Paulo, Brasil**Job Description**: · - Global ECO Process Automation (RPA) Specialist, Brazil or Costa Rica_ · Collaborate with innovative 3Mers around the world · As a Global Process Automation RPA Specialist for Customer Operations Data & Analytics, you will play a key role in developing and ...
-
Gsi Commercial Finance Specialist
há 1 dia
GE Renewable Energy Sao Paulo, Brasil**Job Description Summary**: GSI Commercial Finance specialist will be responsible to develop innovative solutions to deliver Customer outcomes and drive growth while managing company risk/reward Has knowledge of best practices and how own area integrates with others; is aware of ...
-
Ecosystem Strategy Specialist
há 1 dia
Bunge Sao Paulo, BrasilLocation : BAL - SEDE · City : Sao Paulo · State : São Paulo (BR-SP) · Country : Brazil (BR) · Requisition Number : 33516 · Bunge has an exciting opportunity available for an Ecosystem Strategy Specialist. In this role you will be part of a global team working on challenging, mea ...
-
Senior Data Scientist
há 1 dia
Bunge Sao Paulo, BrasilLocation : BAL - SEDE · City : Sao Paulo · State : São Paulo (BR-SP) · Country : Brazil (BR) · Requisition Number : 33515 · Bunge has an exciting opportunity available for a Senior Data Scientist. In this role you will be part of a global team working on challenging, meaningful p ...
-
Game Economy Specialist
há 1 dia
Wildlife Studios Sao Paulo, BrasilWe are looking for a Game Economy Specialist to join our team. In this role, you will be responsible for designing and controlling the game economy systems for one of our top-grossing mobile games. You will use data analysis, behavioural economy, and monetization knowledge of gam ...
-
Senior Talent Acquisition Specialist
há 1 dia
Kimberly-Clark Sao Paulo, BrasilSenior Talent Acquisition Specialist · - *Please submit resumes in English*_ · You're not the person who will settle for just any role. Neither are we. Because we're out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about mak ...
-
Strategy Specialist
há 2 dias
Vestas Sao Paulo, BrasilAs Strategy specialist you will: · - Adapt and translate the Global and Regional strategy to the Service LATAM team and help to implement the strategy with the Service LATAM Leadership team and department leaders. · - Provide support and insight into significant strategic focus c ...
-
Talent Acquisition Specialist
há 2 dias
Johnson & Johnson Sao Paulo, BrasilAt Johnson & Johnson, the largest healthcare company in the world, we come together for one purpose: to transform the history of health in humanity. · Diversity & Inclusion are crucial to continue building our history of groundbreaking and innovation, which has been impacting the ...
-
Regional Sales Specialist
há 2 dias
Porsche Brasil Sao Paulo, BrasilIf you make hearts beat faster, your own has to be in the right place. · **Regional Sales Specialist / Field Force**: · - **Code number**:J · - **Entry level**:Professionals · - **Location**:Sao Paulo · - **Organization**:Porsche Brasil · **Tasks · **Tasks**Tasks*** · e are look ...
-
AkzoNobel Sao Paulo, Brasil**Date**:Mar 13, 2023 · **Location**: Sao Paulo, BR · **Company**:AkzoNobel · **Accountable for**: · - Performs Margin Management activities and acts as focal point and center of expertise for margin and price analysis. · - Monitors and evaluates margin improvement implementation ...
-
Warranty Specialist
há 2 dias
Porsche Brasil Sao Paulo, BrasilIf you make hearts beat faster, your own has to be in the right place. · **Warranty Specialist (M/F/d)**: · - **Code number**:J · - **Entry level**:Professionals · - **Location**:Sao Paulo · - **Organization**:Porsche Brasil · **Tasks · **Tasks**Tasks*** · The Warranty Specialis ...
-
Connect Specialist
há 2 dias
Porsche Brasil Sao Paulo, BrasilIf you make hearts beat faster, your own has to be in the right place. · **Connect Specialist**: · - **Code number**:J · - **Entry level**:Professionals · - **Location**:Sao Paulo · - **Organization**:Porsche Brasil · **Tasks · **Tasks**Tasks*** · The Connect Specialist will be ...
Workforce Analytics Specialist - Sao Paulo, Brasil - Thermo Fisher Scientific
Descrição
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 , 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:
Education
Experience
Knowledge, Skills, Abilities
Physical Requirements and Working Environment:
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. Below is listed the working environment/requirements for this role:
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain . As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.
