****Applicants must reside near Beachwood, Ohio** Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. You will work alongside dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world. As a Real Time Analyst, you will be responsible for the real time monitoring of all queues and services within the Access to Care (ATC) and ancillary locations. It will be your goal to ensure that calls are being answered, and intra-day service levels and abandon rates are being met. You will also monitor all agent activities, ensuring they are adhering to their schedules and are available to take calls. This is a great team to be a part of due to their constant support of one another and great communication. **This is a remote role with on-site training at CC Administration Campus. A caregiver in this position works remotely from 9:30am to 6:00pm.** A caregiver who excels in this role will: + Create and configure profiles within multiple systems + Build new users and terminate users in Cisco and UCCE + Monitor, in real-time, agent schedule adherence and phone activity, ensuring agents are available to take calls. + Monitor real-time actual vs forecasted call volume variations + Make appropriate staffing adjustments to ensure call center service level targets are met. + Process all time keeping and schedule change adjustments. + Optimize and review the weekly and daily department Intra Day Performance (IDP) and coverage to meet call demand and agent availability. + Review weekly and daily staffing requirements and make recommendations for overtime (OT), off-phone projects, etc., as needed. + Process requests for new users to be added and removed from the WFM system. + Handle real-time queries from business partners regarding the queues and make corresponding changes as needed. + Facilitate new hire training for appointment center and provide further education on how to utilize the Telephony system + Make recommendations to the Leadership team on real-time staffing requirements and deployment of resources. + Assist the Call Center Support Services in other duties as required. Minimum qualifications for the ideal future caregiver include: + High School Diploma or GED + Two years of call center experience in a high touch customer service environment OR two years of experience working with Contact Center telephony and/or WFM systems OR a Bachelor's Degree in IT, Programing or Contact Center Solutions + Demonstrated proficiency in Excel, Word and Outlook + Experience with training or presenting + Strong attention to detail + Multi-tasking and time management skills Preferred qualifications for the ideal future caregiver include: + Associate's Degree + Call center experience **Physical Requirements:** + Must be able to use a computer, telephone and view wall monitors. + Must be able to sit for long periods of time. **Personal Protective Equipment:** + Follows standard precautions using personal protective equipment. **Pay Range** Minimum hourly: $18.88 Maximum hourly: $28.80 The pay range displayed on this job posting reflects the anticipated range for new hires. A successful candidate's actual compensation will be determined after taking factors into consideration such as the candidate's work history, experience, skill set and education. The pay range displayed does not include any applicable pay practices (e.g., shift differentials, overtime, etc.). The pay range does not include the value of Cleveland Clinic's benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.). Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities