Real Time Analyst- RTA jobs in United States
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Ascension · 1 day ago

Real Time Analyst- RTA

positionUnited States
timeFull-time
remoteRemote
seniorityEntry Level
money$57K/yr - $79K/yr
date2+ years exp

Ascension is a leading non-profit, faith-based national health system made up of over 134,000 associates. They are seeking a Real Time Analyst to monitor service and staffing levels in real time, ensuring that calls/contacts are being answered within established goals and expectations.

CharityHealth CareHospitalNon Profit

Responsibilities

Monitor service and staffing levels in real time, ensuring that calls/contacts are being answered within established goals and expectations
Utilize workforce management application(s) and tools to monitor real-time contact volumes, service levels, wait times, adherence events, etc
Monitor staff adherence and collaborate with contact center operations leadership to identify areas of improvement for individual/team adherence and overall performance
Assist with maintaining the employee call-off line and attendance trackers. Inform operations leadership of unplanned call-offs and record events in tracker
Monitor daily staffing levels to anticipate any coverage issues. Provide intra-day and daily reports and summaries to the Workforce Manager and contact center leadership team
Partner with analysts to administer and communicate schedule changes, shift bid results, vacation bids, overtime and other contact center workload related tasks
Forecast workload and project staffing needs to ensure accurate and adequate support for business processes

Qualification

Genesys PureconnectContact center metricsMS Office applicationsOrganizational skillsTime management skills

Required

High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Bachelor's degree OR 4 years of applicable cumulative job specific experience required
Proficient in the use of Genesys Pureconnect and/or Cloud or similar applications (Verint, Nice)
Strong knowledge of contact center metrics
Strong knowledge of MS Office applications (Excel, Word, PowerPoint) or equivalent G-Suite applications
Strong organizational and time management skills

Benefits

Paid time off (PTO)
Various health insurance options & wellness plans
Retirement benefits including employer match plans
Long-term & short-term disability
Employee assistance programs (EAP)
Parental leave & adoption assistance
Tuition reimbursement
Ways to give back to your community

Company

Ascension

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Glassdoor3.4
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Answering God's call to bring health, healing and hope to all.
dateFounded in 1999
location
St Louis, Missouri, USA
people-size10001+ employees
web-link
https://healthcare.ascension.org

Funding

Current Stage
Late Stage
Total Funding
unknown
2025-04-03Acquired

Leadership Team

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Eduardo Conrado
President and CEO
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Kramer Schmidt
Vice President, Consumer Product Dates Employed
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