POSITION SUMMARY:

The Resource Planning and Applications Intern assists the Resource Planning team with real time needs and processes email requests from internal customers as well as supports the Applications team with projects and application optimization. This role will work closely with the Manager of Contact Center Applications, Resource Planning and Applications Analysts, as well as North American Site Leadership to optimize and improve contact center operations.

KEY RESPONSIBILITIES:

• Resource Planning:
  • Monitor daily service levels and productivity, recommend adjustments as necessary
  • Inputs and manages time-off records and vacation administration via Verint Impact 360
  • Creates and updates user profiles in the Verint Workforce Management tool
  • Process Resource Planning inquiries received via email and forms in a timely and accurate manner
• Applications:
  • Assist Applications Analysts to optimize Contact Center applications such as Verint and Genesys
  • Work on projects to promote and enhance the usage of applications
  • Support end users with basic application troubleshooting
  • Documentation of best practices, work instructions, and standard operating procedures

HOW WILL YOU GET HERE?

• Proficient with Microsoft Office as well as aptitude for learning new applications.
• Strong interpersonal, communication (oral and written) skills
• Ability to meet deadlines in a fast-paced call center environment
• Commitment to reliability, integrity and confidentiality.
• Pursuing bachelor’s degree in Business, IT, or related field

As the world’s leader in serving science, Thermo Fisher Scientific's professionals develop critical solutions—and build rewarding careers. They help customers in finding cures for cancer, protecting the environment, making sure food is safe, and so much more. When you #StartYourStory with Thermo Fisher, you are guaranteed meaningful work - both personally and professionally.