Real-Time Performance Analyst

Banner Health•Phoenix, AZ

1d•Remote

About The Position

Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. This range is based on possible base salaries and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location, along with a review of current employees in similar roles to ensure pay equity is achieved and maintained. Health care is constantly changing, and at Banner Health, we are at the front of that change. We are leading health care to make the experience the best it can be. We want to change the lives of those in our care – and the people who choose to take on this challenge. If changing health care for the better sounds like something you want to be part of, we want to hear from you. Banner Health is seeking a Real-Time Performance Analyst to join their team. In this role, you will manage a scheduling group and handle coding of all attendance, system issues, meeting, trainings etc. Provides real-time suggestions to contact center leadership, must be comfortable communicating and partnering with external leadership. This is a fast-paced environment that challenges you to think quickly, critically and responsibly. Experience is helpful if you have strategically allocate people and resources, track attendance and comply with constantly changing workplace laws and regulations, optimize productivity and reduce risk. The schedule for this role will be as followed: Location: Remote Hours of operation: - M-F 6:30am- 7pm. You can expect to work 8 hrs. a day Monday - Friday Equipment will be provided and you will need to have a designated area to work. 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. 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.

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

Manage a scheduling group and handle coding of all attendance, system issues, meeting, trainings etc.
Provides real-time suggestions to contact center leadership
Troubleshoot and analyze staffing and contact volume trends
React to contact agent staffing gaps
Liaise with Technologies to report system issues
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
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