Real Time Analyst (RTA)- Workforce

Details

• Department: ACC Centralized Scheduling
• Schedule: Monday-Friday 8:00am-5:00pm with some weekends
• Location: Remote

Benefits

Paid time off (PTO)
Various health insurance options & wellness plans
Retirement benefits including employer match plans
Long-term & short-term disability
Employee assistance programs (EAP)
Parental leave & adoption assistance
Tuition reimbursement
Ways to give back to your community

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

*Please note, benefits and benefits eligibility can vary by position, exclusions may apply for some roles (for example: PRN, Short-Term Option, etc.). Connect with your Talent Advisor today for additional specifics.

Responsibilities

Monitor service and staffing levels in real time, ensuring that calls/contacts are being answered within established goals and expectations.

• Utilize workforce management application(s) and tools to monitor real-time contact volumes, service levels, wait times, adherence events, etc.
• Monitor staff adherence and collaborate with contact center operations leadership to identify areas of improvement for individual/team adherence and overall performance.
• Assist with maintaining the employee call-off line and attendance trackers. Inform operations leadership of unplanned call-offs and record events in tracker.
• Monitor daily staffing levels to anticipate any coverage issues. Provide intra-day and daily reports and summaries to Workforce Manager and contact center leadership team.
• Partner with analysts to administer and communicate schedule changes, shift bid results, vacation bids, overtime and other contact center workload related tasks

Forecast workload and project staffing needs to ensure accurate and adequate support for business processes.

• Develop and maintain a forecasting and scheduling model using workforce management tools to forecast workload, create staffing requirements and generate work schedules that meet or exceed key performance indicators.
• Develop staffing models and staffing requirements and provides recommendations based on analysis.
• Maintain a database to manage associate information, performance trends and other related data.
• Maintain and track operational budgets, analyzes data and prepares reports, presentations and dashboards.

Requirements

Education:

• High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Bachelor's degree OR 4 years of applicable cumulative job specific experience required.

Additional Preferences

Real-time call center coordinating experience as well as Genesys PureConnect experience

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Why Join Our Team

Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters.

Ascension is a leading non-profit, faith-based national health system made up of over 150,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.

Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.

Equal Employment Opportunity Employer

Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.

For further information, view the  EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

Pay Non-Discrimination Notice

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

E-Verify Statement

This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.

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