Cleveland Clinic

WFM Real Time Analyst

Cleveland Clinic

full-time

Posted on:

Location Type: Remote

Location: Ohio • United States

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About the role

  • responsible for the real time monitoring of all queues and services within the Access to Care (ATC) and ancillary locations
  • ensure that calls are being answered, and intra-day service levels and abandon rates are being met
  • monitor all agent activities, ensuring they are adhering to their schedules and are available to take calls
  • Create and configure profiles within multiple systems
  • Build new users and terminate users in Cisco and UCCE
  • Monitor, in real-time, agent schedule adherence and phone activity, ensuring agents are available to take calls
  • Monitor real-time actual vs forecasted call volume variations
  • Make appropriate staffing adjustments to ensure call center service level targets are met
  • Process all time keeping and schedule change adjustments
  • Optimize and review the weekly and daily department Intra Day Performance (IDP) and coverage to meet call demand and agent availability
  • Review weekly and daily staffing requirements and make recommendations for overtime (OT), off-phone projects, etc.
  • Process requests for new users to be added and removed from the WFM system
  • Handle real-time queries from business partners regarding the queues and make corresponding changes as needed
  • Facilitate new hire training for appointment center and provide further education on how to utilize the Telephony system
  • Make recommendations to the Leadership team on real-time staffing requirements and deployment of resources
  • Assist the Call Center Support Services in other duties as required

Requirements

  • High School Diploma or GED
  • Two years of call center experience in a high touch customer service environment OR two years of experience working with Contact Center telephony and/or WFM systems OR a Bachelor’s Degree in IT, Programing or Contact Center Solutions
  • Demonstrated proficiency in Excel, Word and Outlook
  • Experience with training or presenting
  • Strong attention to detail
  • Multi-tasking and time management skills
Benefits
  • We know that fully supporting our caregivers is what creates the best outcomes for our patients. Our outstanding, comprehensive offerings are an investment in your health, well-being and future.
Applicant Tracking System Keywords

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

Hard Skills & Tools
real-time monitoringcall center experienceContact Center telephonyWFM systemsExcelWordOutlookschedule adherencestaffing adjustmentstime keeping
Soft Skills
attention to detailmulti-taskingtime managementtrainingpresenting
Certifications
High School DiplomaGEDBachelor’s Degree in ITBachelor’s Degree in ProgrammingBachelor’s Degree in Contact Center Solutions