Real Time Analyst - WFM

As a Real Time Analyst, you will manage all call center traffic to ensure compliance with customer service level agreements. Serve as the call traffic and trending analyst for the Regional Service Centers. Provide real time and historical call center data to CareCentrix personnel, working with call center managers and supervisors. Analyze trends within assigned operations, including call volumes, call patterns, staff productivity, and resource allocation. The candidate will use these analysis results to forecast call arrival patterns and create schedules. Adept in staffing to meet business unit goals, client goals, and corporate objectives.

In this Job you will:

• Assist and direct the day to day call traffic to service centers, assuring that service level agreements are consistently met
• This load-balancing will occur through skills-based routing system on I3 platform
• This assistance will occur real-time and historical, as well as planning for future requirements
• Provide ongoing internal communications with call center staff/management/directors/AVP's on load balancing and staffing requirements in real-time, historically, and proactively
• Establish and maintains appropriate level of call center reporting to key stakeholders in the CareCentrix organization
• This is including but not limited to real-time and historical reporting on call volumes, staffing, and historical call trends
• Establish these reporting procedures and becomes a central repository of call center data
• In addition to real-time monitoring, assists with staffing requirements, analysis, and scheduling of staff to ensure contractual service levels are always met
• Provide analysis to support call trending and tracking of call volumes used to assist in staffing decisions
• Implement and support a standardized call center staffing model (such as Erlang-C), as well as makes recommendations, adjustments, and serves as key analyst for staffing questions for management
• Participate in and contributes to performance improvement activities
• Assist in implementing and maintaining operational processes to ensure compliance to Company policies, legal requirements and regulatory mandates
• Participate in special projects and performs other duties as assigned

You should get in touch if you have:

• Successful candidate must possess real time management experience in a call center, supporting more than one location
• Healthcare management staffing experience preferred but not required
• High School Diploma or the equivalent required
• Minimum of 2 years' experience in a call center environment, and must be knowledgeable in a Workforce Management system I3 preferred; or IEX, Blue Pumpkin acceptable
• The candidate will have a demonstrated proficiency/knowledge base in standard staffing practices/protocol for call centers

What we offer:

• Salary Range - $45,000 - $47,000 / year plus corporate bonus incentives
• Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match
• Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more
• Advancement Opportunities, professional skills training, and tuition /exam reimbursement
• PayActiv - access earned income in between pay checks
• Walgreens Discount - receive up to 25% off eligible items
• Great culture with a sense of community

CareCentrix maintains a drug-free workplace

#IDCC

We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.

CareCentrix accepts applications on an ongoing basis until a candidate is identified.