Call Center Real-Time Administrator

We are eClinicalWorks. We are a privately held leader in healthcare IT, providing comprehensive, cloud based EHR/PRM solutions to medical professionals worldwide to improve workflows and reduce the risk of physician burnout. We care. We are committed to positive change. And that’s where you come in. Do you value creativity and innovation? Great, so do we. At eClinicalWorks, we share a passion for improving healthcare through dedication, education, and teamwork. Everyone has that one thing they’re really good at. We value your talent and want you to join our fast-paced, fun, and culturally diverse environment. Ready to make a difference? Apply today.

Summary

As the Workforce Management (WFM) Real-Time Analyst (RTA), you will monitor all issues that impact service levels and take actions to resolve or reduce the impact. Notify support teams as required. Perform operational and oversight responsibilities as required to ensure all SLAs are met.

Responsibilities

• Help Call Center meet Service Level goals
• Schedule training for call center agents
• Ensure maximum agent utilization
• Conduct real-time monitoring of service levels and call center status
• Produce reports in Excel, eManager and Call Center Software
• Share changes to call arrival patterns and help adjust workforce planning as needed with Team Leads and VP of Customer Service
• Use data to help monitor call center metrics and adjustments

Requirements

• 1+ years of call center experience
• Ability to generate scheduled and ad-hoc reports
• Proficient in MS Excel workbooks, pivot tables, VLOOKUP
• High Diploma Required
• Must have flexibility with working hours to meet with team members in US and abroad

Preferred Requirements

• Bachelor’s Degree
• Previous work experience in workforce management
• Strong reporting skills

eClinicalWorks is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences that bring us together and help create a healthy world.