Remote Contact Center Performance Analyst

Advocate Health Care; Oak Brook (IL); On-site; USD 65,000 - 85,000; Full time

Job summary

Advocate Health Care is seeking a skilled workforce management professional to drive forecasting, capacity planning, and real-time staffing. You will monitor call center performance, adjust resources, and align with marketing during campaigns, ensuring service levels and staffing targets are met.

Ideal candidates will have 3-4 years in a service environment with contact center, workforce planning, and quality experience, plus strong statistical understanding and tool proficiency (Genesis, NICE,

Qualifications

• Associates degree or equivalent; 3-4 years in a service-related industry.
• Previous contact center and workforce planning and quality experience required.
• Competent statistical understanding.

Responsibilities

• Monitor real-time call queues, wait times, service levels, and other metrics.
• Review schedules to anticipate coverage gaps and adjust staffing.
• Communicate with marketing and leadership to plan staff needs for campaigns.
• Document and communicate proposed changes to meet departmental needs.

Skills

Personnel resource management

Call reporting and analysis

Quality assurance

Data analysis

Customer relations

Education

Associates degree or equivalent

Tools

Genesis

NICE

Tableau

Job description

Advocate Health Care is seeking a skilled workforce management professional to drive forecasting, capacity planning, and real-time staffing. You will monitor call center performance, adjust resources, and align with marketing during campaigns, ensuring service levels and staffing targets are met.

Ideal candidates will have 3-4 years in a service environment with contact center, workforce planning, and quality experience, plus strong statistical understanding and tool proficiency (Genesis, NICE,