Senior Real Time Adherence Analyst - Remote Possible

Emblem Health • New York, NY

106d • $56,160 - $99,360 • Remote

About The Position

The position focuses on maximizing agent productivity by providing issue resolution to individual agents and coordinating with the training and HR teams for onboarding and offboarding activities. The role is responsible for intra-day timeline reporting to the Call Center Management and involves close collaboration with the team to analyze and improve performance. The individual will provide advanced levels of Real-Time Analyst (RTA) support and partner with department management across the enterprise to ensure optimal Call Center resource allocation, thereby enhancing the customer service experience.

Requirements

• Bachelor's Degree in Business Management or related field.
• 3 - 5+ years of Call Center experience in a workforce management function.
• 1+ year experience working with Verint, Genesys WFO, or another workforce management system.
• 1+ year experience with ACD/IVR Reporting.
• Additional experience or specialized training may be considered in lieu of educational requirements.
• Help desk experience (Preferred).
• Call Center Supervisory/Management experience (Preferred).
• Ability to create reports in Excel using formulas such as vlookup, count, sum, etc., and graphs.
• Proficient with MS Office applications including Word, Excel, Access, PowerPoint, Outlook, and SharePoint, with advanced Excel skills.
• Ability to effectively organize and manage multiple tasks/projects with conflicting priorities and deadlines.
• Ability to perform research and utilize technical/statistical/policy & procedure knowledge to identify and solve problems.
• Ability to work successfully in a team environment while maintaining strong individual performance.
• Excellent customer service skills, with a commitment to seeing tasks through to completion.

Nice To Haves

• Help desk experience
• Call Center Supervisory/Management experience

Responsibilities

• Support Manager, Workforce Engagement to identify schedule gaps and out of adherence activities, provide approval of PTO, and support intra-day resource allocation decisions.
• Adjust intraday forecasts derived from attendance reports and business drivers to determine required staffing levels by projecting call volumes and call duration using current trends and historical data.
• Support real-time queue monitoring for various lines of business and perform agent/agent group skill adjustments when necessary.
• Produce attendance and intra-day reporting, including End of Day and Agent Out of Adherence reporting, incorporating vendor data for additional insights.
• Run and analyze reports to make recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Support Performance Management initiatives, including site-level dashboards and agent scorecard creation.
• Monitor and coordinate regular morning team huddles and Supervisor 1-on-1 meetings.
• Assist Supervisor teams with site-level communications to agents and Supervisor teams.
• Manage and track issue resolution, escalate system-level outages, and provide quick resolutions to operations.
• Collaborate with training and HR teams to enhance the onboarding experience and track offboarding activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees