Operations Associate II - PACT Workforce Management Real-Time Analyst

**Department:** 12708 Enterprise Corporate \- Patient Access \& Care Team: Support Services **Status:** Full time **Benefits Eligible:** Yes **Hou****rs Per Week:** 40 **Schedule Details/Additional Information:** **Mon \- Fri 8 am \- 5pm Remote** 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 PACT contact center service standards. **Personnel Resource Management** * 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 appropriate actions to staffing coverage gaps for the goal achievement of all departments. * Stays in constant communication and work in conjunction with Workforce Analysts and PACT leadership to plan proper staff levels. * Possesses knowledge of all contact center software products, metrics, and reporting requirements. * Documents and communications proposed changes to meet departmental needs. * Adjusts real\-time staff resources to meet projected contact center provided from the Workforce Analysts. **Call Reporting and Analysis** * 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. **Additionally** * Develop, implement and adhere to policies, procedures and PACT 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. 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. * Think 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: Previous contact center