Operations Associate II - PACT Workforce Management Real-Time Analyst

American Addiction Centers•Mint Hill, NC

3d•$29 - $43•Remote

About The Position

This role is responsible for providing performance analysis to monitor and ensure contact center service levels are consistently met. Major responsibilities include analyzing real time adherence data, researching performance issues, ensuring proper staff are skilled, identifying areas of improvement, and adjusting teammates schedules to meet the PACT contact center service standards.

Requirements

Associates Degree plus 2 years practice operations experience or 4 years of related clerical or clinical practice experience required.

Nice To Haves

Previous contact center and workforce planning and WFM application (Genesys, Verint, Nice, etc.) experience.
Competent statistical understanding.

Responsibilities

Utilizes call center management tools to monitor and manage real time call queues, wait times, service levels, abandonment rates, and other call statistics.
Reviews daily schedule to anticipate coverage issues. Takes appropriate actions to staffing coverage gaps for the goal achievement of all departments.
Stays in constant communication and work in conjunction with Workforce Analysts and PACT leadership to plan proper staff levels.
Possesses knowledge of all contact center software products, metrics, and reporting requirements.
Documents and communications proposed changes to meet departmental needs.
Adjusts real-time staff resources to meet projected contact center provided from the Workforce Analysts.
Accurately report and document call performance results.
Investigate complaints/issues and follow through to resolution.
Reports daily progress to the Contact Center Managers/Supervisors.
Maintain updated and timely reporting of teammate performance and other performance related items.
Compile and analyze volume trend reports for call volume, staffing requirements and budget planning.
Compile and analyze other contact center activity reports as needed.
Identify and recommend operational or scheduling improvements.
Develop, implement and adhere to policies, procedures and PACT contact center standards.
Assures adherence to Advocate Health Care policies and procedures for data maintenance, storage, and destruction.
Develops and maintains the ability to guide group discussions, maintain stated objectives, and challenge solutions that offer benefit to staff or the organization.
Collects, reviews, and analyzes data related to assigned projects.
Conducts time studies for various process improvement activities and compares performance prior to process changes and post implementation.
Acts as a subject matter expert on certain aspects of practice operations as defined above in development of process workflows.
Documents process workflows, develops job aids, documents process changes and publishes documents in an organized, disciplined format.
Uses critical thinking skills to evaluate the current readiness for change and works to facilitate the change management process for all process and workflow changes for internal customers.
Manages several projects at the same time.
Trains teammates on various operational systems and/or new functionality through implementations as necessary.
Interacts with providers, team members, and practice managers and implements stated organizational goals.

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
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