The Real Time Analyst (RTA) is responsible for the real time monitoring of all queues and services within the Access to Care (ATC) and ancillary locations. Ensures that calls are being answered and intra-day service levels and abandon rates are being met. The RTA is responsible for real time monitoring of all agent activities, ensuring they are adhering to their schedules and available to take calls. Additionally, the RTA is responsible maintaining agents' schedules within the Work Force Management (WFM) system, entering all exceptions, including, but not limited to, Paid Time Off (PTO), team meetings and schedule changes. Job Responsibilities:
- Monitors in real-time agent schedule adherence and phone activity, ensuring agents are available to take calls.
- Monitors real-time actual vs forecasted call volume variations and makes the appropriate staffing adjustments to ensure call center service level targets are met.
- Processes all time keeping and schedule change adjustments. Optimizing and reviewing the weekly and daily department Intra Day Performance (IDP) and coverage to meet call demand and agent availability.
- Reviews weekly and daily staffing requirements and makes recommendations for overtime (OT), off phone projects, etc., as needed.
- Processes requests for new users to be added and removed from the WFM system.
- Handles real time queries from business partners regarding the queues and makes corresponding changes as needed.
- Makes recommendations to the Leadership team on real time staffing requirements and deployment of resources.
- Assists the Call Center Support Services in other duties as required.
- Other duties as assigned.
Certifications:Complexity of Work:
- High School diploma or GED required.
- Associate's degree preferred.
- Demonstrates excellent attention to detail and proactive problem solving skills.
- Demonstrates excellent time management, organization and follow through skills.
- Excellent written and verbal communication skills and decision making abilities.
- Displays a strong sense of urgency, has the ability to act quickly to changing situations.
- Good social skills including a positive attitude, the ability to communicate in a positive and professional manner with business partners and team members.
- A demonstrated proficiency in Excel, Word and Outlook.
- Experience (must meet one of the following to be qualified):
- A minimum of 2 years call center experience in a high touch customer service environment.
- A minimum of 2 years of experience working with Contact Center telephony and/or WFM systems.
- Bachelor's degree in a related field such as IT, Programing or Contact Center solutions without experience may be considered.
Personal Protective Equipment:
- Must be able to use a computer, telephone and view wall monitors.
- Must be able to sit for long periods of time.
- Follows standard precautions using personal protective equipment.
The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic's Smoking Policy will be permitted to reapply for open positions after 90 days. Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic facility.
Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities
Posting ID: 552787628Posted: 2020-05-21