PACT Workforce Management Real-Time Analyst Atrium Health - REMOTE

Department:

10331 Enterprise Corporate - Call Center Business Operation

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Job Description Summary:

This role is responsible for providing performance analysis to monitor and ensure contact center service levels are consistently met. Major responsibilities include analyzing real time adherence data, researching performance issues, ensuring proper staff are skilled, identifying areas of improvement, and adjusting teammates schedules to meet the contact center service standards.

Major Responsibilities:

Personnel Resource Management

1)Utilizes call center management tools to monitor and manage real time call queues, wait times, service levels, abandonment rates, and other call statistics.

2)Reviews daily schedule to anticipate coverage issues. Takes the appropriate actions to staffing coverage gaps for the goal achievement of all departments.

3)Stays in constant communication and work in conjunction with the Workforce Analyst and contact center leadership to plan proper staff levels.

4)Possesses knowledge of all contact center software products, metrics, and reporting requirements.

5)Documents and communicates proposed changes in order to meet departmental needs.

6)Adjusts real time staff resources to meet projected contact center provided from the Workforce Analyst.

Call Reporting and Analysis

1)Accurately report and document call performance results.

2)Investigate complaints/issues and follow through to resolution.

3)Reports daily progress to the Contact Center Managers/Supervisors.

4)Maintain updated and timely reporting of teammate performance and other performance related items.

5)Compile and analyze volume trend reports for call volume, staffing requirements and budget planning.

6)Compile and analyze other contact center activity reports as needed.

7)Identify and recommend operational or scheduling improvements.

Additional

1)Develop, implement and adhere to policies, procedures and contact center standards.

2)Assures adherence to Advocate Health Care policies and procedures for data maintenance, storage, and destruction.

3)Develops and maintains the ability to guide group discussions, maintain stated objectives, and challenge solutions that offer benefit to staff or the organization.

Working conditions:

-Ability to use computer systems for extended time frames.

-Ability to work independently in a remote/home office environment.

-Ability to work weekends, holidays, and different shifts in order to accommodate staffing.

-Maintains high energy and a positive attitude.

- Demonstrates a personal commitment to promoting high performance.

-Thinks quickly and proactively, uses appropriate judgment.

-Possesses excellent interpersonal skills, diplomacy, and patience while interacting with department teammates and colleagues.

Additional Education/Experience Strongly Preferred: Associates degree or equivalent 3-4 years of experience in a service related industry.

Previous contact center and workforce planning and WFM application (Genesys, Verint, Nice, etc.) experience. Competent statistical understanding.

Accepting applications from these states: AL, CO, FL, GA, ID, KS, KY, ME, MI, NC, SC, VA, VT, WA

Pay Range

$26.10 - $39.15

Essential Functions

• Collects, reviews, and analyzes data related to assigned projects.
• Conducts time studies for various process improvement activities and compares performance prior to process changes and post implementation.
• Develops an adequate knowledge base of healthcare trends.
• Develops subject matter expertise on certain aspects of practice operations as defined above in development of process workflows.
• Documents process workflows, develops job aids, documents process changes and publishes documents in an organized, disciplined format.
• Assists and supports other members of project team with various assigned tasks.
• Trains teammates on various operational systems and/or new functionality through implementations as necessary.

Physical Requirements
Work is performed in an open office with some partitioned areas. Work is generally pe