Real-Time Workforce Analyst: Staffing & Data Insights

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

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.