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Thermo Fisher Scientific Work Force Manager ( Demand Planning) in Boston, Massachusetts

How will you make an impact?

The Workforce Management Manager is responsible to establish an effective resource management plan & forecast, aligned with strategic and functional needs to provide a great customer and employee experience.

Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time management to support multi-department Field Service & Customer Care operations.

The ability to create forecasting and scheduling to that forecast is crucial.

This position requires some evening and weekend availability as business needs arise, to provide 24 x7 environment.

What will you do?

  • Provide real-time monitoring via available tools and workforce management techniques to make quarterly to weekly adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.

  • Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.

  • Maintain constant communication with Field service & Customer Care teams to coordinate needed staffing adjustments based on current and forecasted results.

  • Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.

  • Generates and evaluates staffing schedules and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.

  • Compares results to forecast and identify opportunities for improvement.

  • Provide Monthly & Quarterly performance reports to leadership.

How will you get here?

  • Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.

Functional/Technical Skills : must possess strong quantitative, analytical and technical aptitude skills

  • Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.

  • Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.

  • Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.

  • Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.

  • Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.

  • Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.

  • Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.

  • Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.

  • Minimum of 5 - 7 years’ experience in a non-manufacturing environment preferred

  • 2+ years of experience in an operational excellence capacity with demonstrated experience utilizing lean tools on a specific project and influencing cross-functional stakeholders preferred

  • Experience managing a continuous improvement program across multisite Business Unit or Division. Demonstrated ability to drive cross-functional teams to solve problems and implement sustainable improvements within the organization.


· Bachelor’s degree.

· Or 5+ years’ experience in Workforce Management position required.

· 2+ Years of experience in people management.

· Strong contact center industry knowledge gained from roles within complex fast-paced multi-skilled & multi-site environments.

· Excellent analytical and mathematical skills.

· Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.

· Ability to build and leverage relationships with senior leadership to effectively drive change on major, complex and long lasting initiatives.

· Fosters a positive team environment and collaboration within the site.


  • Degree in statistics, applied mathematics, computer science, engineering, or closely related concentrations.

  • Proven expertise knowledge with call center applications or other analytical tools is a plus.

  • Proficient in Microsoft Advanced Excel, PowerBI, Access, SQL and Python is a plus.

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.