Contact Center Real Time Analyst

Hackensack Meridian Health•Edison, NJ

13d

About The Position

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change. As a Workforce Management (WFM) Real Time Analyst , you will utilize workforce management tools and best practices to provide tactical support and effective staff planning to deliver the appropriate level of service to patients within the Patient Access Center (PAC) environment. Responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume. In addition, this position also serves as the central point of contact for supervisors and senior management as related to service level information and KPI reporting. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluate facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. Address a wide range of problem-solving situations that require immediate real time intervention.

Requirements

Associate Degree in a Business or Statistics related field or equivalent work experience.
Minimum of 1 year of experience in a contact center environment OR a current active Patient Access Center team member with 6+ months in the role.
Minimum of 1 year of experience in a Workforce Management role as a RTA or Analyst.
Proven experience with CISCO CUIC, Calabrio or other WFM platform.
Excellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customers.
Ability to manage and prioritize multiple priorities in a dynamic fast paced environment.
Maintains a working knowledge of applicable Federal, State and local laws and regulations, HMH Compliance Program Standards of Conduct, as well as other policies in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
Understands and adheres to confidentiality requirements in relation to team member information.
Problem solving skills with the ability to approach problems logically and troubleshoot.
Time management skills, multitasking, prioritizing to accomplish multiple tasks with multiple deadlines.
Supports and participates in a collaborative team-oriented environment.
Ability to communicate with all levels of management and company personnel.
Strong organizational and planning skills with an eye for detail.
Ability to handle multiple projects and tasks.

Nice To Haves

Proven expertise with Cisco Calabrio and CUIC Reporting platform.
Proficient in Google Workspace (Gmail, Sheets, Docs, Slides).
Demonstrate an ability to analyze data, using the data to drive decision-making and implement effective resolutions

Responsibilities

Monitor all contact types and execute defined strategies to effectively respond to any understaffing or overstaffing situations that might occur. This includes, but not limited to agent re-skilling, arrangement of PTO and leveraging overtime.
Manage real-time agent adherence to schedule and enter relevant schedule exceptions into Calabrio
Update and maintain agent database in Calabrio such as, processing: new agents, terminations
Optimize weekly schedule, including breaks, lunches, offline activities, based upon forecasted contact volume and handle times.
Track and trend analysis for absenteeism and schedule adherence.
Review and process VTO/PTO/OT requests in real-time.
Distribute intraday and daily service KPI performance reports, including commentary to various stakeholders.
Utilize WFM tools to determine staff requirements for internal and outsourced vendors.
Monitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day.
Provide real-time escalation, recovery, and restore capabilities for any failure of service.
Continuously review existing processes and research new ones for possible automation improvements or enhancements.
Manage business activities such as root cause analysis, staff skill and profile management.
Maintain correct schedule information, including FMLA, days off/vacations, team meetings.
Ensure schedule integrity by maintaining accurate agent information including multiple status levels; hours available to work.
Provide feedback to the management team regarding agent scheduling concerns.
Other duties and/or projects as assigned.
Adheres to HMH Organizational competencies and standards of behavior.