Major Responsibilities:

Previous experience in Forecasting and capacity planning. 1-2 years of experience in Realtime workforce management required.

Experience in programs like Genesis, NICE or tableau wanted!

Personnel Resource ManagementUtilizes 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 the appropriate actions to staffing coverage gaps for the goal achievement of all departments.Stays in constant communication with marketing to work in conjunction with the Workforce Analyst and contact center leadership to plan proper staff levels for system-wide and site specific advertising campaigns.Possesses knowledge of all contact center software products, metrics, and reporting requirements. Documents and communicates proposed changes in order to meet departmental needs.Adjusts real time staff resources to meet projected contact center provided from the Workforce Analyst.Call Reporting and AnalysisAccurately 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 associate 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 and prepare presentations.Identify and recommend operational or scheduling improvements.Quality AssuranceIn conjunction with the quality auditor, develops standards and implements processes to monitor call recording for incoming service calls and Web correspondence (including side by side monitoring).Assesses and evaluates operational procedures and identifies and implements systemic quality improvement efforts.Conducts quality assurance audits to ensure appropriate appointment scheduling, paging, messaging completed based on accepted health center guidelines.Aligns internal processes with external customer feedback.Data Source Development and AnalysisProvides ongoing reporting and analysis of issues and trends.Develop, implement and adhere to policies, procedures and contact center standards.Coordinates the development and implementation of procedures and standards.Assures adherence to Advocate Healthcare policies and procedures for data maintenance, storage, and destruction.Maintains organized files.Develops and maintains the ability to guide group discussions, maintain stated objectives and challenge solutions that offer benefit to staff or organization.Customer RelationsEstablishes and maintain good working relationships with both internal and external customers of the contact center. Attends staff meetings and provide reports, assessments as required.Participates in the development of quality standards and expectations.Handles material of a confidential nature.Continually improves technical and professional skills.Keeps current on emerging call center technology, read industry newsletters, and explore technology websites for information.Attends seminars hosted by the contact center industry.Under the supervision of the contact center manager, identifies and recommends vendors for product demonstration and pricing.Provides quality customer service. Shares new information with staff.

Education/Experience Required:

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.

Knowledge, Skills & Abilities Required:

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.

Physical Requirements and Working Conditions:

-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. -Ability to work weekends, holidays, and different shifts in order to accommodate staffing.Up to 20 pounds

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

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