Real Time Analyst – Short Term Capacity Planner
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Job Description
Real Time Analyst & Short Term Capacity Planner for ClearChoice, monitoring and improving service levels in real-time. Collaborating with teams to allocate resources effectively and support patient-focused operations.
Responsibilities:
- Monitor and analyze business operations in real-time, making adjustments and recommendations to improve service levels and staffing
- Identify issues and opportunities that require immediate attention
- Work closely with operations teams and other stakeholders to ensure effective and efficient service levels
- Continuously monitor real-time contact center metrics
- Set up and manage real-time alerts for deviations from established performance thresholds
- Allocate resources such as agents and queues dynamically
- Monitor and track agent adherence to schedules
- Collaborate closely with contact center supervisors and leaders
- Maintain detailed records of real-time actions taken
- Participate in ongoing process improvement initiatives
- Field Service Request handling, including PTO
- Successfully produces weekly Schedules, maintaining these queues within requested Service Level Goals
- Analyze historical and current data to make short-term adjustments to forecasting models
- Act as an agent support specialist for operational requests
- Troubleshoot basic software failures
Requirements:
- Proven experience in real‑time monitoring and analysis
- Prior experience in process optimization and workflow management
- Strong analytical thinking and attention to detail
- Excellent decision‑making skills in fast‑paced environments
- Proficiency in data analysis tools and software
- Knowledge of industry‑standard real‑time monitoring technologies
- Ability to work collaboratively with diverse teams and stakeholders
- Strong communication skills to convey complex data insights effectively
- Ability to adapt, shift priorities, and manage multiple tasks simultaneously
- Advanced Excel proficiency, including experience with formulas, pivot tables, VLOOKUP/XLOOKUP, conditional logic, data modeling, and creating dynamic dashboards to support short‑term capacity planning
- Basic understanding of CCT software, computer troubleshooting, and hardware installation; experience with inContact, Salesforce, and Microsoft a plus
Benefits:
- Medical, dental & vision benefits
- Options for Flexible Spending Accounts and Health Savings Accounts.
- 401K Investment Plan with employer match after 12 months of employment
- Company paid holidays and paid time off/vacation
- Thorough and intensive new hire training program and ongoing training and coaching
- Phenomenal culture committed to supporting our employees to change the lives of those we serve
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