Remote Workforce Planner & Call Center Ops Analyst

aah; Mint Hill (NC); Remote; USD 36,582,000 - 54,897,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Retirement plans with employer match

Educational assistance

Job summary

Advocate Health is seeking a Monday–Friday remote operations professional to monitor and optimize staffing for Patient Access & Care Team call centers. You will analyze call queues, manage schedules, and generate performance reports to support service levels.

The role requires familiarity with WFM tools (Genesys, Verint, Nice) and a strong statistical mindset to drive schedule improvements and cost efficiency. Remote work is supported from multiple US locations.

Qualifications

• Associates degree or equivalent; 3–4 years in a service-related industry.
• Experience with contact center and workforce planning/WFM applications (Genesys, Verint, Nice, etc.).
• Competent statistical understanding is preferred.

Responsibilities

• Manage real-time call queues, wait times, service levels, and related metrics.
• Review daily schedules to ensure staffing coverage and address gaps.
• Communicate with Workforce Analyst and leadership to plan staffing.
• Maintain knowledge of contact center software products, metrics and reporting.
• Document proposed changes to meet department needs.
• Adjust resources to meet projected contact center demands.

Skills

Call center management

Workforce planning

Data analysis

Reporting

Communication

Education

Associates degree

Tools

Genesys

Verint

Nice

Excel

Job description

Advocate Health is seeking a Monday–Friday remote operations professional to monitor and optimize staffing for Patient Access & Care Team call centers. You will analyze call queues, manage schedules, and generate performance reports to support service levels.

The role requires familiarity with WFM tools (Genesys, Verint, Nice) and a strong statistical mindset to drive schedule improvements and cost efficiency. Remote work is supported from multiple US locations.