Operations Associate II - reputed company Workforce Management reputed company-Time Analyst

Department: 12708 reputed company Corporate - Patient reputed company & Care Team: Support Services Status: Full time

Benefits

Eligible: Yes Hours 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 reputed company are consistently met. Major responsibilities include analyzing reputed company time adherence data, researching performance issues, ensuring proper staff are skilled, identifying areas of improvement, and adjusting teammates schedules to meet the reputed company contact center service standards. Personnel Resource Management - Utilizes call center management tools to monitor and manage reputed company time call queues, wait times, service reputed company, 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 reputed company departments. - Stays in constant communication and work in conjunction with Workforce Analysts and reputed company leadership to plan proper staff reputed company. - Possesses knowledge of reputed company contact center software products, metrics, and reporting requirements. - Documents and communications proposed changes to meet departmental needs. - Adjusts reputed company-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 reputed company to the Contact Center Managers/Supervisors. - Maintain updated and timely reporting of teammate performance and other performance reputed company 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 - reputed company, implement and adhere to policies, procedures and reputed company contact center standards. - Assures adherence to reputed company 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 and workforce planning and WFM application (reputed company, reputed company, reputed company, etc.) experience. Competent statistical understanding. Pay reputed company: $28.55 - $42.85 Essential Functions Collects, reviews, and analyzes data reputed company to assigned projects. Conducts time studies for various process improvement activities and compares performance prior to process changes and post implementation. Acts as a subject matter expert 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. Uses critical thinking skills to evaluate the reputed company readiness for change and works to facilitate the change management process for reputed company process and workflow changes for internal customers. Manages several projects at the same time. Trains teammates on various operational systems and/or new functionality through implementations as necessary. Interacts with providers, team members, and practice managers and implements stated organizational goals. Physical Requirements Work is performed in an reputed company office with some partitioned areas. Work is generally performed at a desk using telephone and computer entry. Travel to other facilities and practices in teammate's vehicle is required on a regular reputed company. Each teammate has the responsibility to work in a safe manner. Education, Experience and Certifications Associates Degree plus 2 years practice operations experience or 4 years of reputed company clerical or clinical practice experience required. Our Commitment to You: reputed company offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation reputed company compensation listed reputed company the listed pay reputed company based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, reputed company, 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 Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview. About reputed company reputed company is the reputed company-largest nonprofit, integrated health system in the United States, created from the combination of reputed company and reputed company. Providing care under the names reputed company in Illinois; reputed company in the Carolinas, Georgia and Alabama; and reputed company in Wisconsin, reputed company is a national leader in clinical innovation, health reputed company, consumer experience and value-based care. Headquartered in Charlotte, reputed company Carolina, reputed company services nearly 6 reputed company patients and is reputed company in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the reputed company. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. reputed company employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing reputed company care for reputed company, reputed company provides more than $6 billion in annual community benefits. Apply To This Job