Real Time Analyst – RTA
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Real Time Analyst monitoring service and staffing levels in remote healthcare contact center. Utilizing workforce management tools to ensure service goals are met across various metrics and staffing needs.
Responsibilities:
- Monitor service and staffing levels in real time, ensuring that calls/contacts are being answered within established goals and expectations.
- Utilize workforce management application(s) and tools to monitor real-time contact volumes, service levels, wait times, adherence events, etc.
- Monitor staff adherence and collaborate with contact center operations leadership to identify areas of improvement for individual/team adherence and overall performance.
- Assist with maintaining the employee call-off line and attendance trackers.
- Inform operations leadership of unplanned call-offs and record events in tracker.
- Monitor daily staffing levels to anticipate any coverage issues.
- Provide intra-day and daily reports and summaries to the Workforce Manager and contact center leadership team.
- Partner with analysts to administer and communicate schedule changes, shift bid results, vacation bids, overtime and other contact center workload related tasks.
- Forecast workload and project staffing needs to ensure accurate and adequate support for business processes.
Requirements:
- High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Bachelor's degree OR 4 years of applicable cumulative job specific experience required.
- Proficient in the use of Genesys Pureconnect and/or Cloud or similar applications (Verint, Nice)
- Strong knowledge of contact center metrics
- Strong knowledge of MS Office applications (Excel, Word, PowerPoint) or equivalent G-Suite applications
- Strong organizational and time management skills
Benefits:
- Paid time off (PTO)
- Various health insurance options & wellness plans
- Retirement benefits including employer match plans
- Long-term & short-term disability
- Employee assistance programs (EAP)
- Parental leave & adoption assistance
- Tuition reimbursement
- Ways to give back to your community
Similar Jobs
Advanced Analyst, Guest Product
Advanced Analyst supporting guest product analytics and collaborating cross-functionally with various teams. Owning data requirements and producing actionable insights for product decisions.
Analista de Qualidade Sênior
Quality Engineer ensuring software excellence for the SuperApp at Vivo, involving testing and automation in a multidisciplinary team.
Total Rewards Analyst III
Compensation Analyst III providing analytical support for Hanger's compensation programs. Collaborates with HR Business Partners and Finance to ensure market-aligned pay practices.
Pre-Employment Analyst
Investigator conducting public record due diligence investigations for Vcheck clients. Focusing on employment purposes and collaborating with various stakeholders while producing detailed reports.
Integrations System Analyst III
Integrations System Analyst III providing support for automated systems at Cleveland Clinic. Collaborating with passionate caregivers to enhance the patient experience and system functionality.
Health Client Analyst
Health Client Analyst at Alight, collaborating on client health plans and conducting data analysis and project management. Develop relationships and provide expertise to support clients effectively.
Logistics Analyst – F/A-18 Program Support
Logistics Analyst providing logistics and analytical support for the U.S. Navy F/A-18 Foreign Military Sales Program. Collaborating with teams to ensure mission readiness and sustainment planning.
Quality Analyst
Quality Analyst ensuring software delivery quality from requirement gathering to final validation. Collaborating with product, development, and UX teams for continuous improvement.
Analyste Conseil en Assurance Collective
Analyst providing group insurance consulting services at People Corporation. Collaborating with clients and insurers to ensure satisfaction and effective insurance sales processes.
Epic Application Analyst
Epic Application Analyst supporting information technology applications in healthcare. Responsible for planning, optimizing, and maintaining EHR systems at Intermountain Health.
Warehouse Allocation Analyst
Warehouse Allocation Analyst for Zillow Home Loans ensuring efficient warehouse funding and allocation activities with regulatory compliance and operational risk reduction.
Contract Integration Analyst
Contract Implementation Integration Analyst responsible for managing major contract customers in the aerospace industry. Ensuring compliance and coordinating project implementations for customer satisfaction within supply chain solutions.
Petrochemicals Analyst
Petrochemicals Analyst researching economic and market aspects of India's petrochemical industry at IEEFA. Collaborating and producing reports to accelerate the transition from oil and gas.
Public Health Analyst – Global Health
Public Health Analyst supporting global and domestic public health initiatives and cross-border programs. Ideal for early-career professionals applying public health training in a mission-driven environment.
Public Health Analyst I – Data & Evaluation
Public Health Analyst providing analytical and programmatic support to CDC Division of Global Migration Health. Focuses on data analysis, performance monitoring, and program evaluation.
Data Quality Analyst
Data Quality Analyst ensuring accuracy, completeness, consistency, and reliability of enterprise data assets at ServiceTitan. Collaborates with data owners and stakeholders to resolve data quality issues.
Senior Omnichannel Analyst
Senior Omnichannel Analyst leveraging data to drive customer experience improvements at Assurant. Analyzing customer journey data and collaborating with stakeholders for actionable insights.
Energy Analyst
Mid-level Energy Analyst supporting energy managers in efficiency and accuracy processes. Collaborating on natural gas and electricity management in the energy supply advisory team.
Data Settlement Analyst
Analyst providing data settlement support for energy sector clients at Trio, a global energy advisory company. Analyzing data metrics, managing invoicing, and supporting natural gas operations.
Data Integration Analyst II
Data Integration Analyst II overseeing data integration for educational software in K-12 districts. Supporting educators by ensuring accurate data flows for improved learning outcomes.