Real-Time Performance Analyst

Banner Health•Mesa, AZ

1d•Onsite

About The Position

This position will be responsible for managing the intraday contact center performance for the Banner Health customer service network. This role will troubleshoot and analyze staffing and contact volume trends, react to contact agent staffing gaps, and liaise with Technologies to report system issues. This position will engage with the customer service operations groups to adjust staffing levels, reschedule pre-planned off-the-phone activities, and course-correct deviations to the staffing plan. Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care. Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee.

Requirements

High school or equivalent education and/or experience.
Two years’ experience in contact center environment.
Proven abilities in using data to influence others.
High proficiency with Excel.

Nice To Haves

Working knowledge of Banner Health contact center segments preferred.
Additional related education and/or experience preferred.

Responsibilities

Leverage partnerships across Banner customer service network to execute the contact agent staffing plan in order to achieve the Abandon Contact Rate goals. Build effective partnerships through strong relationship building skills in order to course-correct deviations from the staffing plan.
Provide real-time performance management for the contact centers by addressing intraday staffing gaps, rescheduling off-the-phone time to periods where excess staffing is forecasted, and escalating staffing deficiencies to leadership.
Interpret the short-term staffing plan and take immediate action to close the gap between the forecasted staffing actuals and requirements.
Understand the contact delivery paths and how the contact routing impacts the staffing plan and the complexities related to multi-skills and contact overflows.
Identify trends, recognize linkages and patterns in the contact center performance data.
Troubleshoot, triage, and analyze contact center performance issues and appropriately initiate resolution steps. Liaise between the customer service contact groups and the Information Technology teams.
Support the business continuation planning efforts by invoking the appropriate contact delivery and staffing protocols to mitigate the customer impact.
Has accountability for the real-time performance of the contact center enterprise (~2,000 agents). Must be able to navigate in an ever-changing environment and make quick decisions with limited data. Responsible for ensuring daily staffing plans are executed and provide analytical support and real time solutions gaps in coverage occur.
Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.
Provides all customers of Banner Health with an excellent service experience by consistently demonstrating our core and leader behaviors each and every day.