Posted On: 8-13-2019
Position Title: Real-Time Performance Specialist, Workforce Management
Job Location: Chicago/Rosemont Illinois
Contact Information: Apply online at https://jobs.advocatehealth.com
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 skilling in InContact and NICE, identifying areas of improvement, and adjusting associate schedules to meet the call center service standards. Provides reporting needs to support and drive improved performance for all departments within the contact center.
Accountabilities:
Personnel Resource Management
Data Source Development and Analysis
Customer Relations
Call Reporting and Analysis
Requirements:
Shift Requirement: 830a to 5p, Tue-Sat. Flexibility to cover other shifts as needed
Associates degree or equivalent
3~4 years of experience in a service related industry.
Previous contact center and workforce planning and quality experience required.
Competent statistical understanding.
Demonstrates and applies a strong understanding of functional aspects of call center operations.
Strong analytical and critical thinking skills.
Possesses in-depth knowledge of real time principles and strategies, including real time agent skill-based routing, occupancy, shrinkage, contingency planning, and call routing.
Positive, enthusiastic, and helpful demeanor.
Organized and able to set and manage priorities.
Maintains high energy and a positive attitude.
Demonstrates a personal commitment to promoting high performance.
Thinks quickly and uses appropriate judgment.
Possesses excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues.
Ability to use computer terminal for extended time frames.
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.
Thinks quickly and uses appropriate judgment.
Possesses excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues.
Ability to use computer terminal for extended time frames.
ACD, call center or customer service environment preferred. Health care experience preferred but not required.
Strong PC skills, Word, Power Point and Excel.
Good interpersonal and communication skills.
Ability to prioritize tasks in a high-volume, multiple-task work environment with a high degree of interdependence.
Ability to prioritize independently and respond to multiple simultaneous requests.
Ability to use computer terminal for extended time frames., Excellent written, verbal, and interpersonal skills.
Strong organizational skills and follow-through
Ability to work effectively with cross functional teams