Remote Real-Time Call Center Optimizer

Western Growers Health; Irvine, Northern (CA, KY); Hybrid; USD 54,000 - 70,000; Full time

Job summary

Western Growers Health seeks a Real Time Management Analyst to monitor intraday call center operations and optimize staffing and queues. This role focuses on maintaining service levels across lines of business and creating timely reports for leadership.

The position reports to the Senior Supervisor of Call Center Operations and requires experience in real-time workforce management, ACD systems, and analytical reporting. This is a full-time, hybrid/remote role with standard health plan benefits.

Qualifications

• High School diploma or equivalent with 3–5 years in workforce management in an inbound call center.
• Solid understanding of Automatic Call Distributor (ACD) call flow technology.

Responsibilities

• Monitor real-time call center activity including call volumes and staffing to maintain service levels.
• Dynamically manage staffing to meet performance targets and thresholds.
• Track metrics such as ASA, AHT, service levels, and ACW; adjust schedules accordingly.
• Coordinate real-time queue management and agent assignments per protocols.
• Provide first-level IT support and create tickets for issues affecting operations.

Skills

Workforce management

Data analysis

Call center metrics

ACD knowledge

Critical thinking

Education

High School diploma

Tools

Excel

PowerPoint

Access

Job description

Western Growers Health seeks a Real Time Management Analyst to monitor intraday call center operations and optimize staffing and queues. This role focuses on maintaining service levels across lines of business and creating timely reports for leadership.

The position reports to the Senior Supervisor of Call Center Operations and requires experience in real-time workforce management, ACD systems, and analytical reporting. This is a full-time, hybrid/remote role with standard health plan benefits.