Real Time Workforce Analyst - Tampa, United States - AdventHealth Tampa

AdventHealth Tampa

Verified Company

Tampa, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

All the benefits and perks you need for you and your family:

Paid Days Off from Day One
Student Loan Repayment Program
Career Development
Whole Person Wellbeing Resources
Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger.

It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit.

AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that
together we are even better.

Schedule:
Full Time

Shift :
Days

T
he community you'll be caring for: AdventHealth Tampa

AdventHealth Pepin Heart Institute, known across the country for its advances in cardiovascular disease prevention, diagnosis, treatment and research.
Surgical Pioneers the first in Tampa with the latest robotics in spine surgery
Building a brand new, six story surgical and patient care tower which will ensure state of the art medical and surgical car for generations to come
Awarded the Get With The Guidelines
Stroke GOLD Quality Achievement Award from the American Heart Association/American Stroke Association and have been recognized as a recipient of their Target: Stroke Honor Roll for our expertise in stroke care. We have also received certification by The Joint Commission in collaboration with the American Stroke Association as a Primary Stroke Center.

The role you'll contribute:

The Network Access Center (NAC) Real-Time Workforce Analyst is responsible for monitoring service and staffing levels in real-time across several services within a rapidly growing centralized environment.

Major responsibilities of this position include monitoring and analyzing call volumes and service levels, monitoring adherence rates, and ensuring proper staff skilling based on the available data.

The Real-Time Workforce Analyst is also responsible for researching causes for underperformance, identifying areas of improvement within the workforce management strategy, and adjusting associate schedules to meet NAC service standards.

The analysis performed by this individual is substantially complex and requires a high degree of analytical skills, independent decision making, and organization.

This role is expected to collaborate with other team members and leaders to ensure staffing levels support each service's quality and performance goals.

The Real-Time Workforce Analyst reports to the department Supervisor and maintains a working knowledge of all technology systems, data sources, and a clear understanding of NAC service line workflows.

The value you'll bring to the team:

Exhibit ability to work in a fast-paced environment
Ensure scheduled resources meet forecasted requirements and make intraday schedule adjustments as needed; manage recommendations concerning discretionary activities
Track, identify, and communicate intraday variations in volume and staffing projections and provide recommendations for possible solutions to meet service level standards
Monitor scheduling adherence, staffing shortages and other unplanned events; respond to realtime staffing needs
Monitor daily staffing levels to anticipate coverage issues in real time
Utilize and maintain available reporting systems; produce routine and nonroutine reports and presentations, including daily contact center performance, rootcause analysis, and trends and behaviors

Qualifications:

The expertise and experiences you'll need to succeed:

High school diploma or equivalent
Two years of experience in a contact center environment
Advanced MS Excel experience

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category:
Patient Experience

Organization:
AdventHealth Tampa

Schedule:
Full-time

Shift: - Day

Req ID:

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.