Real Time Analyst (RTA)- Workforce

Ascension; United States; Remote; USD 58,000 - 80,000; Full time

Job summary

Ascension is seeking a Workforce Manager to monitor service and staffing levels in a remote environment. The role includes maintaining performance metrics, coordinating staffing needs, and collaborating with leadership. Ideal candidates will have a high school diploma with relevant experience and proficiency in workforce management tools. Join a leading health system committed to transforming healthcare and improving community well-being.

Benefits

Paid time off (PTO)

Various health insurance options

Retirement benefits including employer match plans

Long-term & short-term disability

Tuition reimbursement

Qualifications

• Education: High School diploma with 2 years of experience or Associate's degree/Bachelor's.
• Skills: Proficiency in workforce management applications, strong time management and organizational skills.

Responsibilities

• Monitor staffing levels and performance metrics in real-time.
• Maintain operational budgets, analyze data, and prepare reports.
• Develop staffing models and recommend improvements based on analysis.

Skills

Organizational skills

Time management

Knowledge of contact center metrics

Education

High School diploma or equivalent

Associate's degree or Bachelor's degree

Tools

Genesys Pureconnect

MS Office applications

G-Suite applications

Job description

We Are Hiring

• Department:ACC Centralized Scheduling
• Schedule:Monday-Friday
• Location:Remote

What You Will Do

• 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.

• Develop and maintain a forecasting and scheduling model using workforce management tools to forecast workload, create staffing requirements and generate work schedules that meet or exceed key performance indicators.
• Develop staffing models and staffing requirements and provides recommendations based on analysis.
• Maintain a database to manage associate information, performance trends and other related data.
• Maintain and track operational budgets, analyzes data and prepares reports, presentations and dashboards.

What You Will Need

Education:

• 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.

Additional Preferences

• 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

#ACC

Why Join Our Team

Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters.

Ascension is a leading non-profit, faith-based national health system made up of over 134,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.

Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.

Equal Employment Opportunity Employer

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

Pay Non-Discrimination Notice

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

E-Verify Statement

This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.E-Verify

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

Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance and salary range at the time of the offer.