Advocate Aurora Health

Real-Time Analyst

Advocate Aurora Health

full-time

Posted on:

Location Type: Remote

Location: Remote • Alabama, Colorado, Florida, Idaho, Kansas, Kentucky, Maine, Missouri, North Carolina, South Carolina, Vermont, Virginia, Washington • 🇺🇸 United States

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Salary

💰 $26 - $39 per hour

Job Level

Mid-LevelSenior

About the role

  • Providing performance analysis to monitor and ensure contact center service levels are consistently met
  • Analyzing real time adherence data and researching performance issues
  • Ensuring proper staff are skilled and identifying areas of improvement
  • Adjusting teammates schedules to meet the contact center service standards
  • Utilizing call center management tools to monitor and manage real time call queues, wait times, service levels, abandonment rates, and other call statistics
  • Staying in constant communication with the Workforce Analyst and contact center leadership to plan proper staff levels
  • Accurately reporting and documenting call performance results

Requirements

  • 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
  • Excellent communication skills and attention to detail are essential.
Benefits
  • Paid Time Off programs
  • Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
  • Flexible Spending Accounts for eligible health care and dependent care expenses
  • Family benefits such as adoption assistance and paid parental leave
  • Defined contribution retirement plans with employer match and other financial wellness programs
  • Educational Assistance Program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
performance analysisreal time adherence data analysisstaff schedulingcall performance reportingstatistical understanding
Soft skills
communication skillsattention to detail
Certifications
Associates degree