Job Description

　　Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them.

　　Location/Division Specific Information

　　Pittsburgh, PA/Customer Channels Group

　　How will you make an impact?

　　You will develop and apply data visualization tools and reports to support contact center performance management. This role will work closely with teams at all levels in Operations, Resource Planning, Customer Service, Quality and Training to drive improved productivity and customer experience at our North America and Europe contact centers.

　　What will you do?

　　Contact center reporting:Create and/or optimize actionable reports that allow users to easily find opportunities for improved contact center performance in areas like customer satisfaction, productivity, etc.Identify and implement process improvements in relation to data integrity, availability, ease of use, and automation.Perform root-cause analysis on data related system problems and recommend or implement corrective action.Deliver training and support to end users to get the most of our reports.Analyze reports and make recommendations to business to optimize performance of employees, teams, workflows, etc.Explain sophisticated information in an easy-to-understand manner.Perform other duties, related to job role, as assigned, or requested.

　　How will you get here?

　　Education

　　Bachelor's degree in Analytics, Business, Math, Finance, Quantitative Business Analysis, or related field.

　　Experience

　　Proven track record driving improved contact center performance through data/analytics.3+ years' experience in the following:Develop and optimize Power BI reports from disparate data sources such as SQL Server, Oracle, Databricks, and Snowflake.Collaborate with business leadership to identify performance opportunities, root cause analysis, and action plan.Mentor/develop improved team productivity and quality of work in a contact center environment.Experience using contact center applications such as Verint, Genesys, Nice, and/or Salesforce.

　　Knowledge, Skills, Abilities

　　Ability to assist Operations leadership teams with strategic business planning.Solid grasp of relational databases, Microsoft Office, and Microsoft Power Automate (preferred).Good interpersonal and communication skills, working in a collaborative manner.Being multi-lingual (particularly Spanish, French, Dutch, and/or Swedish) is a plus.

　　This position has not been approved for relocation assistance.

　　Benefits

　　We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

　　Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. 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.

　　Apply today! http://jobs.thermofisher.com

　　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.

　　Accessibility/Disability Access

　　Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

　　This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.