Department:
Status:
Benefits Eligible:
Hours Per Week:
Schedule Details/Additional Information:
Remote Mon - Fri 8 a.m. - 5 p.m.
Additional Summary
This role is responsible for providing performance analysis to monitor and ensure contact center service levels are consistently met. Major responsibilities include analyzing real time adherence data, researching performance issues, ensuring proper staff are skilled, identifying areas of improvement, and adjusting teammates schedules to meet the contact center service standards.
Additional Responsibilities
Personnel Resource Management
1)Utilizes call center management tools to monitor and manage real time call queues, wait times, service levels, abandonment rates, and other call statistics.
2)Reviews daily schedule to anticipate coverage issues. Takes the appropriate actions to staffing coverage gaps for the goal achievement of all departments.
3)Stays in constant communication and work in conjunction with the Workforce Analyst and contact center leadership to plan proper staff levels.
4)Possesses knowledge of all contact center software products, metrics, and reporting requirements.
5)Documents and communicates proposed changes in order to meet departmental needs.
6)Adjusts real time staff resources to meet projected contact center provided from the Workforce Analyst.
Call Reporting and Analysis
1)Accurately report and document call performance results.
2)Investigate complaints/issues and follow through to resolution.
3)Reports daily progress to the Contact Center Managers/Supervisors.
4)Maintain updated and timely reporting of teammate performance and other performance related items.
5)Compile and analyze volume trend reports for call volume, staffing requirements and budget planning.
6)Compile and analyze other contact center activity reports as needed.
7)Identify and recommend operational or scheduling improvements.
Additional
1)Develop, implement and adhere to policies, procedures and contact center standards.
2)Assures adherence to Advocate Health Care policies and procedures for data maintenance, storage, and destruction.
3)Develops and maintains the ability to guide group discussions, maintain stated objectives, and challenge solutions that offer benefit to staff or the organization.
Working conditions
-Ability to use computer systems for extended time frames.
-Ability to work independently in a remote/home office environment.
-Ability to work weekends, holidays, and different shifts in order to accommodate staffing.
-Maintains high energy and a positive attitude.
- Demonstrates a personal commitment to promoting high performance.
-Thinks quickly and proactively, uses appropriate judgment.
-Possesses excellent interpersonal skills, diplomacy, and patience while interacting with department teammates and colleagues.
Additional Education/Experience Strongly Preferred: Associates degree or equivalent 3-4 years of experience in a service related industry.
Previous contact center and workforce planning and WFM application (Genesys, Verint, Nice, etc.) experience. Competent statistical understanding.
Pay Range:
$26.55 - $39.85Essential Functions
- Collects, reviews, and analyzes data related to assigned projects.
- Conducts time studies for various process improvement activities and compares performance prior to process changes and post implementation.
- Develops an adequate knowledge base of healthcare trends.
- Develops subject matter expertise on certain aspects of practice operations as defined above in development of process workflows.
- Documents process workflows, develops job aids, documents process changes and publishes documents in an organized, disciplined format.
- Assists and supports other members of project team with various assigned tasks.
- Trains teammates on various operational systems and/or new functionality through implementations as necessary.
Physical Requirements
Work is performed in an open office with some partitioned areas. Work is generally performed at a desk using telephone and computer entry. Travel to other facilities and practices in teammate's vehicle is required on a regular basis. Each teammate has the responsibility to work in a safe manner.
Education, Experience and Certifications
High School Diploma or GED plus 2 years of clerical or clinical practice operations experience or Associates degree required. Excellent communication skills and attention to detail are essential.
Must reside in AL, AK, AR, AZ, DE, FL, GA, IA, ID, IN, IL, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY.
Our Commitment to You:
Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
Compensation
Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Benefits and more
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.
About Advocate Health
Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.
Skills Required
- High School Diploma or GED plus 2 years of clerical or clinical practice operations experience or Associate degree
- Previous contact center and workforce planning experience with WFM applications (Genesys, Verint, Nice, etc.)
- Competent statistical understanding and ability to analyze volume and staffing trends
- Excellent communication skills and strong attention to detail
- Ability to use computer systems for extended periods and work independently in a remote/home office
- Ability to work weekends, holidays, different shifts, and travel regularly to other facilities in personal vehicle
- Associates degree or equivalent 3-4 years of service-related industry experience
- Must reside in AL, AK, AR, AZ, DE, FL, GA, IA, ID, IN, IL, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY
What We Do
Advocate Aurora Health is the 11th largest not-for-profit, integrated health system in the United States. As a leading employer in the Midwest, Advocate Aurora Health employs more than 75,000 individuals including more than 22,000 nurses. Advocate Aurora is engaged in hundreds of clinical trials and research studies, and is nationally recognized for its expertise in cardiology, neurosciences, oncology and pediatrics. The organization contributed nearly $2.2 billion in charitable care and services to its communities in 2019.
