Real-Time Adherence (RTA) Analyst

Automated Health Systems, a dynamic healthcare management company, is seeking a Real-Time Adherence (RTA) Analyst to support workforce management operations across multiple healthcare contact center programs. This role is responsible for monitoring real-time agent adherence, managing intraday staffing adjustments, and partnering with operations leadership to maintain service level performance in a fast-paced, high-volume environment.

 

Benefits

• Health, dental, and vision insurance
• 401(k)
• Employee wellness program
• Training and career growth opportunities

 

Responsibilities

• Monitor real-time agent adherence, staffing levels, and queue performance across multiple contact center programs
• Track adherence exceptions and communicate real-time staffing recommendations to supervisors and operations leadership
• Process intraday schedule adjustments, including overtime, voluntary time off (VTO), schedule changes, and exception requests
• Monitor service level, average speed of answer (ASA), occupancy, abandonment rate, and other key workforce metrics
• Analyze staffing trends and recommend operational adjustments to maintain service levels
• Produce daily workforce reports and communicate staffing updates throughout each shift
• Maintain accurate workforce management data, schedules, and activity codes
• Collaborate with Workforce Management, Operations, and Technical teams to support staffing strategies and operational performance
• Participate in continuous improvement initiatives and workforce planning activities

Qualifications

Qualifications for the position include

• Associate's degree in Business, Information Systems, or related field preferred; equivalent experience considered
• Minimum of 2 years of real-time adherence or workforce management experience in a contact center environment
• Experience with workforce management platforms such as Verint, NICE IEX, or Genesys Cloud WFM
• Strong understanding of contact center metrics including service level, adherence, occupancy, ASA, and abandonment rate
• Advanced Microsoft Excel and reporting skills
• Ability to remain calm and make sound decisions in a fast-paced operational environment
• Healthcare, Medicaid, or government contact center experience preferred

Automated Health Systems is an Equal Opportunity Employer.