Note: The job is a remote job and is open to candidates in USA. Advocate Health is a nonprofit integrated health system providing healthcare services across multiple states. The Operations Associate I PACT Workforce Management Analyst monitors contact center operations, manages workforce coverage, analyzes performance data, and supports process improvement and operational training.
Responsibilities
- Utilizes call center management tools to monitor and manage real time call queues, wait times, service levels, abandonment rates, and other call statistics
- Reviews daily schedule to anticipate coverage issues. Takes the appropriate actions to staffing coverage gaps for the goal achievement of all departments
- Stays in constant communication and work in conjunction with the Workforce Analyst and contact center leadership to plan proper staff levels
- Possesses knowledge of all contact center software products, metrics, and reporting requirements
- Documents and communicates proposed changes in order to meet departmental needs
- Adjusts real time staff resources to meet projected contact center provided from the Workforce Analyst
- Accurately report and document call performance results
- Investigate complaints/issues and follow through to resolution
- Reports daily progress to the Contact Center Managers/Supervisors
- Maintain updated and timely reporting of teammate performance and other performance related items
- Compile and analyze volume trend reports for call volume, staffing requirements and budget planning
- Compile and analyze other contact center activity reports as needed
- Identify and recommend operational or scheduling improvements
- Develop, implement and adhere to policies, procedures and contact center standards
- Assures adherence to Advocate Health Care policies and procedures for data maintenance, storage, and destruction
- Develops and maintains the ability to guide group discussions, maintain stated objectives, and challenge solutions that offer benefit to staff or the organization
- 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
Skills
- 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
- Travel to other facilities and practices in teammate's vehicle is required on a regular basis
- 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
Benefits
- Remote work, Monday through Friday, 8 a.m. to 5 p.m.
- Premium pay such as shift and on-call pay, based on the teammate's job
- Incentive pay for select positions
- Opportunity for annual increases based on performance
- 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
Company Overview
Company H1B Sponsorship