Real-Time Workforce Optimizer

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

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.