Workforce Analytics Specialist I

Thermo Fisher Scientific

. Generate reports for internal and external clients to meet contractual and regulatory standards .

Posted 10/17/2026full-timeTaguig City • PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in data analysis, reporting, and workforce management, with a strong focus on data quality, compliance, and performance metrics. Proficient in utilizing tools for analytics and effective communication with internal and external clients.

Highest-signal resume keywords

Data AnalysisWorkforce ManagementMicrosoft ExcelProblem-SolvingGenesys Cloud Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data TransformationPerformance Metrics AnalysisReport GenerationData Quality ManagementCompliance Responsibilities

Soft Skills

Attention to DetailOrganizational SkillsTime ManagementEffective CommunicationInterpersonal Skills

Tools & Technologies

Microsoft OfficeReporting ToolsCall HandlersSelf-Service Tools

Industry Keywords

Contractual StandardsRegulatory StandardsContact Center PerformanceService Level GoalsAbandonment Rate

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Generate reports for internal and external clients to meet contractual and regulatory standards
Transform and analyze data, identify outliers and potential red flags, and present data to internal and external clients
Own data quality, accuracy, accessibility, privacy, retention, and compliance responsibilities for operational program resources
Analyze contact center performance metrics including AHT, service level, abandonment rate, utilization, availability, occupancy, CSAT/NPS, quality, and compliance
Support real-time workforce management, including scheduling and coordinating phone and non-phone work
Provide direction to agents and management to support service-level and abandonment-rate goals
Contribute to analytics capabilities through new metrics, visualizations, and self-service tools
Document reporting processes, definitions, and methodologies
Troubleshoot issues with Operations, IT, and client teams and submit and follow up on tickets
Assist with training and support for software applications such as call handlers and reporting tools

Requirements

What you’ll need

Bachelor's degree or equivalent and relevant formal academic, vocational qualifications, or equivalent experience
Excellent English language skills in comprehension, speaking, reading, and writing
Workforce management expertise; Genesys Cloud experience is a plus
Excellent problem-solving skills
Excellent computer skills, including Microsoft Office tools, especially Excel
Organizational skills
Strong attention to detail
Time management skills and ability to multitask
Effective verbal and written communication skills
Excellent interpersonal skills
Ability to work collaboratively and independently with minimal supervision
Ability to access and use in-house and off-the-shelf computer software
Ability to work rotating shifts; primary operation supports US business hours

Benefits

Comp & perks

Hybrid work arrangement with some days in the office and some days from a private remote location
Professional and collaborative team environment
Accessibility assistance or accommodations during the job application process for job seekers with disabilities