Real Time Workforce Analyst

Adventhealth Portermid

OtherWorkforce Analyst

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Quick Summary

Requirements Summary

Ability to articulate the mission of AH and the NAC [Required] Proven abi

Technical Tools

OtherWorkforce Analyst

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

What We Offer

~1 min read

✓Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance

✓Paid Time Off from Day One

✓403-B Retirement Plan

✓4 Weeks 100% Paid Parental Leave

✓Career Development

✓Whole Person Well-being Resources

✓Mental Health Resources and Support

✓Pet Benefits

Day (United States of America)

2525 S DOWNING ST

DENVER

Colorado

80210

Monitors daily staffing levels to anticipate coverage issues in real time. Manages the employee call-off line, informing supervisors of unplanned call-offs and logging them appropriately. Manages and reroutes incoming calls as directed. Maintains employee exceptions, including attendance, paid time off, and other off-phone activities in a timely and accurate manner. Other duties as assigned. Monitors scheduling adherence, staffing shortages, and other unplanned events; responds to real-time staffing needs. Ensures scheduled resources meet forecasted requirements and makes intraday schedule adjustments as needed. Tracks, identifies, and communicates intraday variations in volume and staffing projections, and provides recommendations for possible solutions to meet service level standards. Produces routine and non-routine reports and presentations, including daily contact center performance, root-cause analysis, and trends and behaviors.

Ability to articulate the mission of AH and the NAC [Required]
Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals [Required]
Demonstrated interpersonal, customer relations, and communication skills [Required]
Ability to lead or facilitate training and education [Required]
Personal integrity and an ability to work under stress [Required]
Strong organizational and coordination skills [Required]
Strong attention to detail and ability to take initiative to resolve immediate or urgent problems [Required]
Effective communicator in English, both orally and in writing [Required]
Typing skills of at least 45 words per minute [Required]
Ability to adapt rapidly to change, balance multiple priorities, think quickly, and use appropriate judgment [Required]
Demonstrates regular, consistent and punctual attendance [Required]
Proficiency in Microsoft Suite programs and Adobe [Required]
Technological aptitude to master additional programs, technologies, and databases [Required]
Staff forecasting and time interval analysis within a contact center [Preferred]
Advanced MS Excel experience [Required]

Associate [Required]
High School Grad or Equiv [Required]

or equivalent

2+ of experience in a contact center environment [Required]
Experience using Erlang C [Preferred]
Experience with Microsoft Office (Outlook, Word, Excel, Power Point) [Preferred]
Experience with telephony systems [Preferred]
Prior experience with workforce management tools/applications (e.g. ASPECT, Genesys, inContact, Verint) [Preferred]