Realtime Analyst - Workforce Management

Apria Healthcare; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their Work Force Management Team. This entry-level position focuses on real-time monitoring of call center agents, ensuring adherence to protocols and delivering exceptional customer service. The role involves tracking proficiencies, managing staffing levels, and providing hotline support to operations. Ideal candidates will possess strong analytical skills, attention to detail, and the ability to thrive in a dynamic environment. Join a team that values your contributions and offers a pathway for growth in the healthcare sector.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Employee Stock Purchase Plan

Tuition Reimbursement

Qualifications

• 1-2 years of call center experience required.
• High school degree is mandatory.

Responsibilities

• Monitor real-time adherence of call center agents.
• Track database information and maintain employee records.

Skills

Call Center Experience

Customer Service Skills

Data Analysis

Problem Solving

Communication Proficiency

Self-Motivated

Detail-Oriented

Education

High School Degree

Tools

MS Excel

MS Access

NICE WFM

Job description

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

Owens & Minor teammate benefits include:

• Medical, dental, and vision insurance, available on first working day

• 401(k), eligibility after one year of service

• Employee stock purchase plan

• Tuition reimbursement

This is a frontline entry level position into Apria’s Work Force Management Team which supports the Customer Care Center operations. The primary focus of the position is Real Time Monitoring of the call center agents to focus on meeting establish protocols and properly servicing our Apria’s customers.

DESCRIPTION:

• Monitor real time adherence and take actions based on documented Triggers and Levers process.
• Track proficiencies with database information.
• Maintain employee information databases.
• Work with operations teams to manage intraday staffing levels.
• Administration of intraday schedule changes.
• Provide WFM Hotline phone support for Operation’s schedule updates and attendance exceptions.
• Perform other related duties as directed by supervisor.
• Performs other duties as required.

QUALIFICATIONS:

• High School degree is required.
• 1 – 2 years of Call Center experience is required.
• Experience with NICE WFM environment is desirable.
• Must be self motivated and able to work with minimal supervision.
• Must be detailed oriented and organized.
• Must be able to stay focused on monitoring queues
• High customer service skills in support of frontline and management staff
• Ability to interact with operations leadership to analyze data and provide recommendations in a virtual environment
• Intermediate knowledge of MS Excel, familiarity with MS Access.
• Ability to travel as necessary.
• Business Acumen
• Problem Solving/Analysis
• Communication Proficiency
• Personal Effectiveness/Credibility

Physical Demands:

The physical demands described here are representative of those that must be considered by an teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Requires constant sitting with occasional standing and walking.
• Requires the use of hands to write, use computers, and manipulate papers is constantly required.
• Constant talking and hearing.
• Specific vision abilities required include close vision, peripheral vision, and the ability to adjust focus.
• Must occasionally lift and/or move up to 10 pounds.

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.