When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment, or making sure our food is safe. Your work will have a real-world impact, and you’ll be supported in achieving your career goals.

How will you make an impact?

The Performance Reporting Analyst develops, updates, and runs tools used for contact center reporting and data management. This role will work closely with others in the Performance Reporting Team, Quality, Training, Resource Planning, and Site Management, to drive improved performance at our North America and Europe contact centers.

What will you do?

• Build and improve data management tools while ensuring their accuracy:
  • Create actionable reports that allow users to easily identify 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 execute corrective action.
• Provide training and support to end-users to get the most of our reports.
• Analyze reports and make recommendations to the business.
• Explain complex information in an easy to understand manner.
• Perform other duties, related to the job role, as assigned or requested.

Travel

Domestic travel of less than 10% of the time

How will you get here?

Education

Bachelor’s degree in Business, Math, Computer Science, or related field.

Experience

• Strong skills in developing automated reports in Power BI and Cognos.
• 5 years of analytical work experience. 
• 3+ years contact center operations experience using Verint, Genesys, or equivalent software.
• Proficient in Microsoft Office.
• Strong interpersonal and communication skills.
• Solid understanding of relational databases.
• Basic understanding of SQL.
• Being multi-lingual (particularly Spanish, French, Dutch, and/or Swedish) is a plus.
• Proficiency in Salesforce reporting is a plus.

Relocation Benefits

This position does not offer relocation benefits

At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner, and safer.

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.