Real Time Workforce Analyst

AdventHealth; Denver (CO); On-site; USD 32,000 - 51,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

PTO from Day One

403-B Retirement Plan

Parental Leave

Job summary

AdventHealth in Denver, CO is hiring for a full-time scheduling and staffing coordination role in a day shift. The position focuses on real-time coverage, call-off management, and intraday adjustments to meet service levels.

The role requires 2+ years in a contact center, strong data analytics, and advanced MS Excel. Experience with workforce management tools and telephony systems is preferred. Excellent English communication is essential.

Qualifications

• 2+ years in a contact center environment.
• Experience using Erlang C preferred.
• Experience with Microsoft Office (Outlook, Word, Excel, PowerPoint) preferred.
• Experience with telephony systems preferred.
• Experience with workforce management tools/applications preferred.

Responsibilities

• Monitor daily staffing levels to anticipate coverage issues in real time.
• Manage the employee call-off line and log unplanned call-offs.
• Reroute incoming calls as directed and handle off-phone activities accurately.
• Monitor scheduling adherence and intraday staffing needs to meet service levels.
• Produce routine and non-routine reports including daily center performance and trends.

Skills

Data analytics

Communication skills

Training facilitation

Attention to detail

MS Excel

Microsoft Office

English proficiency

Time management

Education

Associate

High School Grad or Equiv

Tools

Erlang C

ASPECT

Genesys

inContact

Verint

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

(Please click the link below to view work requirements)

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

Pay Range

$23.34 - $37.34

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