Workforce Planning Real Time Analyst

POSITION SUMMARY:

The WFM (Workforce Management) Real-Time Analyst monitors and manages contact center operations to ensure service levels and KPIs are met by analyzing real-time data, adjusting schedules, managing agent adherence, and responding to unforeseen events. Key duties include tracking call volume, managing queues, reporting on performance, communicating with management and agents, and recommending process improvements to maintain efficiency and patient satisfaction.

Position: Workforce Planning Real Time Analyst

Department: Ambulatory Call Center

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Provide Real Time Adherence (RTA) support which includes fielding requests from Call Center Managers, WFM-related requests, emails, messages or other ad hoc tasks.
• Monitor and manage agent adherence to schedules, breaks, and other activities to maintain operational efficiency and compliance.
• Responsible for timely entry of activity codes related to unplanned scheduling exceptions and planned time-off requests.
• Continuously track key performance indicators (KPIs) such as average speed of answer (ASA), average handle time (AHT), and service levels to identify deviations from established thresholds.
• Maintenance of workforce management tool with a focus on vacancy management, updating schedules in real-time.
• Make immediate, real-time changes to agent schedules and task assignments to optimize staffing levels and ensure adequate coverage during peak and off-peak hours.
• Analyze real-time and historical data to identify trends, anomalies, and areas for improvement, then provide actionable recommendations to management.
• Serve as a central point of contact for management, providing real-time performance updates and addressing operational challenges
• Respond to unforeseen events, such as system outages or sudden increases in call volume, by adjusting resources to minimize service disruptions.
• Generate and distribute performance reports, both regularly scheduled and ad-hoc, to various internal and external stakeholders Monitors various daily and weekly productivity and quality reports to identify performance gaps.
• Takes corrective action and follows-up to ensure positive outcomes and goals are achieved.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required)

JOB REQUIREMENTS

REQUIRED EDUCATION AND EXPERIENCE:

Bachelor's degree including utilization of Workforce Management Technology Or equivalent combination of education and experience.

• Three or more years call center experience required
• Workforce Management experience
• Real Time monitoring in a call center environment

PREFERRED EDUCATION AND EXPERIENCE :

N/A

CERTIFICATIONS, LICENSES, REGISTRATIONS REQUIRED :

N/A

CERTIFICATIONS, LICENSES, REGISTRATIONS PREFERRED :

N/A

KNOWLEDGE, SKILLS & ABILITIES (KSAs):

• Ability to work collaboratively with call center and practice management teams and be able to adequately represent needs of call center staff so they can provide a consistent level of service to patients
• Comprehensive knowledge of call center and human resources policies and procedures.
• The ability to quickly identify and resolve real-time operational issues.
• The ability to analyze real-time data and identify trends to make informed, short-term adjustments.
• Highly developed skills using personal computer tools including computerized healthcare information system and Microsoft office products, particularly Excel.
• Expert level understanding of the role workforce management plays in a contact center environment
• Excellent oral and written communication skills.

Equal Opportunity Employer/Disabled/Veterans

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