Real Time Workforce Analyst

adventhealth; Colorado; On-site; USD 31,684 - 50,971; Full time

Benefits offered by this job

Benefits from Day One: Medical, Dental

4 Weeks 100% Paid Parental Leave

403-B Retirement Plan

Career Development

Whole Person Well-being Resources

Mental Health Resources and Support

Pet Benefits

Job summary

AdventHealth NAC in Denver, CO is seeking a dedicated staff for a full-time position in the contact center scheduling and analytics domain. You will monitor real-time staffing, manage call-offs, and reroute calls as needed to ensure service levels are met.

You should bring strong data analytics skills, excellent English communication, and advanced MS Excel experience. The role requires ability to adapt, strong organization, and experience with workforce tools.

Qualifications

• 2+ years of experience in a contact center environment.
• Experience using Erlang C is preferred.
• Experience with Microsoft Office (Outlook, Word, Excel, PowerPoint) preferred.
• Experience with telephony systems preferred.
• Prior experience with workforce management tools/apps (e.g. ASPECT, Genesys, inContact, Verint) preferred.
• Advanced MS Excel experience required.

Responsibilities

• Monitor daily staffing levels to anticipate coverage issues in real time.
• Manage employee call-off line and log unplanned call-offs.
• Reroute incoming calls as directed and maintain staffing records.
• Monitor scheduling adherence and intraday staffing adjustments.
• Produce daily center performance reports and trend analyses.

Skills

Data analytics

English communication

Training delivery

Interpersonal skills

Attention to detail

MS Excel

Time management

Adaptability

Attendance reliability

Education

Associate

High School Grad

Tools

Erlang C

Microsoft Office

Telephony systems

ASPECT / Genesys / inContact / Verint

Microsoft Outlook

Job description

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.

All the benefits and perks you need for you and your family:

• 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

Schedule:

Full time

Shift:

Day (United States of America)

Address:

2525 S DOWNING ST

City:

DENVER

State:

Colorado

Postal Code:

80210

Job Description:

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.

Knowledge, Skills, and Abilities:

• 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]

Education:

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

Field of Study:

• or equivalent

Work Experience:

• 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]

Additional Information:

• N/A

Licenses and Certifications:

• N/A

Physical Requirements:

Physical Requirements - https://tinyurl.com/23km2677

Pay Range:

$23.11 - $36.97

This facility is an equal opportunity employer and complies with federal, state and local anti‑discrimination laws, regulations and ordinances.