Real-Time Contact Center Performance Analyst

600 Advocate Health, Inc.; Oak Brook (IL); Remote; USD 3,485,000 - 5,228,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Job summary

Advocate Health in Oak Brook, IL seeks a results-oriented Workforce Analyst with a focus on forecasting, capacity planning, and real-time workforce management. The role supports Patient Access & Care Team: IL/WI Support Services, is full-time, and primarily Mon–Fri with some weekend work. Hours 7am–7pm CST; pay range $25.30–$37.95/hr.

Applicants will leverage Genesis, NICE and Tableau for reporting, scheduling, and performance analytics to ensure optimal staffing and patient service levels.

Qualifications

• Associates degree or equivalent with 3-4 years in a service related industry.
• Experience in contact center and workforce planning and quality required.
• Competent statistical understanding.

Responsibilities

• Forecast staffing needs and manage capacity to meet service levels.
• Monitor real-time call queues, wait times, and staffing levels.
• Analyze reports and adjust schedules to improve performance.
• Develop and maintain data sources and procedures for reporting.
• Collaborate with Marketing and leadership on staffing for campaigns.

Skills

Forecasting

Capacity planning

Realtime workforce management

Genesis

NICE

Tableau

Education

Associates degree or equivalent

Tools

Genesis

NICE

Tableau

Job description

Advocate Health in Oak Brook, IL seeks a results-oriented Workforce Analyst with a focus on forecasting, capacity planning, and real-time workforce management. The role supports Patient Access & Care Team: IL/WI Support Services, is full-time, and primarily Mon–Fri with some weekend work. Hours 7am–7pm CST; pay range $25.30–$37.95/hr.

Applicants will leverage Genesis, NICE and Tableau for reporting, scheduling, and performance analytics to ensure optimal staffing and patient service levels.