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Hackensack Meridian Health · 3 hours ago

Contact Center Real Time Analyst

Edison, NJ

Full-time

Onsite

Entry Level

1+ years exp

Hackensack Meridian Health is dedicated to improving patient care and fostering a collaborative work environment. As a Workforce Management Real Time Analyst, you will monitor service levels and site performance in the Patient Access Center, ensuring effective management of incoming and outgoing communications while providing real-time support and reporting to management.

Assisted LivingHealth CareHealth DiagnosticsHospitalMedical

Responsibilities

Monitor all contact types and execute defined strategies to effectively respond to any understaffing or overstaffing situations that might occur. This includes, but not limited to agent re-skilling, arrangement of PTO and leveraging overtime

Manage real-time agent adherence to schedule and enter relevant schedule exceptions into Calabrio

Update and maintain agent database in Calabrio such as, processing: new agents, terminations

Optimize weekly schedule, including breaks, lunches, offline activities, based upon forecasted contact volume and handle times

Track and trend analysis for absenteeism and schedule adherence

Review and process VTO/PTO/OT requests in real-time

Distribute intraday and daily service KPI performance reports, including commentary to various stakeholders

Utilize WFM tools to determine staff requirements for internal and outsourced vendors

Monitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day

Provide real-time escalation, recovery, and restore capabilities for any failure of service

Continuously review existing processes and research new ones for possible automation improvements or enhancements

Manage business activities such as root cause analysis, staff skill and profile management

Maintain correct schedule information, including FMLA, days off/vacations, team meetings

Ensure schedule integrity by maintaining accurate agent information including multiple status levels; hours available to work

Provide feedback to the management team regarding agent scheduling concerns

Other duties and/or projects as assigned

Adheres to HMH Organizational competencies and standards of behavior

Qualification

Workforce Management toolsCISCO CUICCalabrioData analysisGoogle WorkspaceCommunication skillsProblem solvingTime managementOrganizational skillsTeam collaboration

Required

Associate Degree in a Business or Statistics related field or equivalent work experience

Minimum of 1 year of experience in a contact center environment OR a current active Patient Access Center team member with 6+ months in the role

Minimum of 1 year of experience in a Workforce Management role as a RTA or Analyst

Proven experience with CISCO CUIC, Calabrio or other WFM platform

Excellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customers

Ability to manage and prioritize multiple priorities in a dynamic fast paced environment

Maintains a working knowledge of applicable Federal, State and local laws and regulations, HMH Compliance Program Standards of Conduct, as well as other policies in order to ensure adherence in a manner that reflects honest, ethical and professional behavior

Understands and adheres to confidentiality requirements in relation to team member information

Problem solving skills with the ability to approach problems logically and troubleshoot

Time management skills, multitasking, prioritizing to accomplish multiple tasks with multiple deadlines

Supports and participates in a collaborative team-oriented environment

Ability to communicate with all levels of management and company personnel

Strong organizational and planning skills with an eye for detail

Ability to handle multiple projects and tasks