WFM Real Time Analyst

Cleveland Clinic

1d•Remote

About The Position

At Cleveland Clinic Health System, the WFM Real Time Analyst is responsible for the real-time monitoring of all queues and services within the Access to Care (ATC) and ancillary locations. The primary goal is to ensure calls are answered, and intra-day service levels and abandon rates are met. This role also involves monitoring all agent activities to ensure schedule adherence and availability for calls. This is a remote position, with initial on-site training provided at the CC Administration Campus. The working hours are 9:30 AM to 6:00 PM. Cleveland Clinic is a nonprofit multispecialty academic medical center founded in 1921, known for integrating clinical and hospital care with research and education, and recognized as one of the nation’s best hospitals. The organization has over 70,800 employees worldwide across 140 medical specialties and subspecialties, operating a 6,500-bed health system with numerous facilities globally.

Requirements

High School Diploma or GED
Two years of call center experience in a high touch customer service environment OR two years of experience working with Contact Center telephony and/or WFM systems OR a Bachelor’s Degree in IT, Programing or Contact Center Solutions
Demonstrated proficiency in Excel, Word and Outlook
Experience with training or presenting
Strong attention to detail
Multi-tasking and time management skills

Nice To Haves

Associate’s Degree
Call center experience

Responsibilities

Create and configure profiles within multiple systems
Build new users and terminate users in Cisco and UCCE
Monitor, in real-time, agent schedule adherence and phone activity, ensuring agents are available to take calls
Monitor real-time actual vs forecasted call volume variations
Make appropriate staffing adjustments to ensure call center service level targets are met
Process all time keeping and schedule change adjustments
Optimize and review the weekly and daily department Intra Day Performance (IDP) and coverage to meet call demand and agent availability
Review weekly and daily staffing requirements and make recommendations for overtime (OT), off-phone projects, etc., as needed
Process requests for new users to be added and removed from the WFM system
Handle real-time queries from business partners regarding the queues and make corresponding changes as needed
Facilitate new hire training for appointment center and provide further education on how to utilize the Telephony system
Make recommendations to the Leadership team on real-time staffing requirements and deployment of resources
Assist the Call Center Support Services in other duties as required