Operations Associate I PACT Workforce Management Analyst

• Remote Mon - Fri 8 a.m. - 5 p.m.

• Utilizes call center management tools to monitor and manage real time call queues, wait times, service levels, abandonment rates, and other call statistics.
• Reviews daily schedule to anticipate coverage issues. Takes the appropriate actions to staffing coverage gaps for the goal achievement of all departments.
• Stays in constant communication and work in conjunction with the Workforce Analyst and contact center leadership to plan proper staff levels.
• Possesses knowledge of all contact center software products, metrics, and reporting requirements.
• Documents and communicates proposed changes in order to meet departmental needs.
• Adjusts real time staff resources to meet projected contact center provided from the Workforce Analyst.

• Develop, implement and adhere to policies, procedures and contact center standards.
• Assures adherence to Advocate Health Care policies and procedures for data maintenance, storage, and destruction.
• Develops and maintains the ability to guide group discussions, maintain stated objectives, and challenge solutions that offer benefit to staff or the organization.

• Additional Education/Experience Strongly Preferred: Associates degree or equivalent 3-4 years of experience in a service related industry.
• Previous contact center and workforce planning and WFM application (Genesys, Verint, Nice, etc.) experience. Competent statistical understanding.

Essential Functions

• Collects, reviews, and analyzes data related to assigned projects.
• Conducts time studies for various process improvement activities and compares performance prior to process changes and post implementation.
• Develops an adequate knowledge base of healthcare trends.
• Develops subject matter expertise on certain aspects of practice operations as defined above in development of process workflows.
• Documents process workflows, develops job aids, documents process changes and publishes documents in an organized, disciplined format.
• Assists and supports other members of project team with various assigned tasks.
• Trains teammates on various operational systems and/or new functionality through implementations as necessary.

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.