Operations Associate II – PACT Workforce Management Real-Time Analyst

Job not on LinkedIn

🔥 16 hours ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $28 - $42 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Business Analyst

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Advocate Aurora Health

WebsiteLinkedInAll Job Openings

10,000+ employees

⚕️ Healthcare Insurance

💰 $10.2M Grant on 2019-08

Healthcare Insurance

Advocate Aurora Health is a leading healthcare organization that operates across various regions including Central Chicagoland, Central Wisconsin, Greater Milwaukee, and more. With a diverse range of career areas such as advanced practice clinicians, behavioral health, nursing, and more, Advocate Aurora Health is committed to helping people live well. The organization offers numerous benefits and opportunities for career advancement, fostering an environment where individuals can thrive and innovate in the healthcare sector. Advocate Aurora Health prioritizes the safety of its candidates and maintains a robust recruitment process to protect sensitive information.

📋 Description

• Provide performance analysis to monitor and ensure contact center service levels are consistently met • Analyzing real time adherence data, researching performance issues, ensuring proper staff are skilled • Identifying areas of improvement and adjusting teammates schedules to meet the PACT contact center service standards • Utilizing call center management tools to monitor and manage real time call queues, wait times, service levels, abandonment rates • Compiling and analyzing volume trend reports for call volume, staffing requirements and budget planning • Developing and maintaining the ability to guide group discussions, maintain stated objectives, and challenge solutions that offer benefit to staff or the organization

🎯 Requirements

• Associates Degree plus 2 years practice operations experience or 4 years of related clerical or clinical practice experience required • Previous contact center and workforce planning and WFM application (Genesys, Verint, Nice, etc.) experience strongly preferred • Competent statistical understanding.

🏖️ Benefits

• 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