Contact Center Real Time Analyst - Edison

Job Summary

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed.

• In addition to our competitive benefits package including health dental vision paid leave tuition reimbursement retirement benefits minimum rate of $63 336 00 Annually

Responsibilities

• Evaluate facts surrounding schedule adherence scheduling workforce management functions operational situations which can impact productivity like tool or system outages
• Distribute intraday daily service KPI performance reports commentary various stakeholders Utilize WFM tools determine staff requirements internal outsourced vendors Monitor real time adherence call statistics communicate supervisors ensure on-phone off-phone activity managed efficiently throughout day Provide real-time escalation recovery restore capabilities failure service Continuously review processes research new automation improvements enhancements Manage business activities root cause analysis staff skill profile management Maintain correct schedule information FMLA days off vacations team meetings Ensure schedule integrity accurate agent information multiple status levels hours available work Provide feedback management team regarding agent scheduling concerns Other duties assigned Adheres HMH Organizational competencies standards behavior liaise with all levels of staff external vendors customers Manage ongoing relationships vendor partners maintain excellent communication ensuring consistent delivery high-quality results Lead resolve issues timely manner Protect organizational reputation resolving customer complaints escalated by manager Assist department managers providing input recommendations process improvement initiatives Perform other related tasks assigned by supervisor Participate training development programs enhance skills knowledge support career growth professional development Regularly review update policies procedures stay informed industry trends regulatory changes Develop build strong working relationships among departments foster collaboration teamwork exceptional customer experience Support implementation organization-wide initiatives projects company goals objectives Collaborate establish develop implement effective systems processes improve efficiency quality services Foster open honest communication facilitate constructive dialogue employees leaders Encourage transparency accountability promote fair equitable treatment employees Recognize reward employees contributions exceptional performance Demonstrate commitment patient safety excellence every aspect role Promote patient-centered care culture qualities compassion empathy kindness understanding dedication Contribute ideas suggestions improving patient experience satisfaction Foster collaborative environment among healthcare teams professionals Work closely multidisciplinary teams provide guidance oversight coordination services Ensure seamless integration services provided across continuum care Coordinate efforts optimize resources availability reduce wait times delays Improve overall efficiency effectiveness workflows processes Develop train lead teams supervise direct reports Performance manage evaluate employee performance conduct regular check-ins reviews evaluations Determine appropriate disciplinary actions when necessary Ensure compliance regulatory requirements guidelines Maintains confidentiality handling employee matters adhering to privacy laws regulations Ensures critical thinking problem-solving skills used effectively analyze complex situations develop creative solutions Resolves conflicts escalations promptly fairly maintains positive working relationship promotes teamwork cooperation Employees report directly manager for guidance direction Escalations handled promptly appropriately ensure resolution maintained discretion professionalism Directs subordinate performs supervisory/technical tasks functions ensures subordinate follows established policies procedures Performs special projects responsibilities delegated directs subordinate perform tasks assignments Provides coaching mentoring subordinate helps improve skills abilities identify areas improvement opportunities Communicates clearly directs subordinate establishes expectations sets priorities delegates tasks evaluates assigns workload resolves problems questions concerns encourages continuous learning growth Employee accountable maintaining confidentiality adheres privacy laws regulations Demonstrates leadership initiative creativity develops innovative solutions improves operations contributes positively workplace Demonstrates commitment flexibility adaptability changing priorities ensures smooth transition between different shifts Maintains positive attitude demeanor handles difficult situations professionally demonstrates conflict resolution Problem solving analytical reasoning planning organizing prioritizing attention detail resourceful proactive proactive approach manages stress pressure adds value organization demonstrates accountability reliability stability consistency supports diversity inclusion Creates inclusive environment fosters diverse perspectives Cultural sensitivity awareness respect cultural differences values diversity inclusion embraces innovation creativity seeks continuous improvement fosters resilience grit perseverance Adaptability flexibility ability prioritize adjust plans accommodate changing circumstances Evaluating current practices identifying areas opportunity for improvement implementing change promoting cross-functional collaboration achieving business objectives supporting organization meeting mission vision values taking ownership responsibility managing self-managing others communicating effectively building trust fostering positive work environment supportive inclusive caring optimistic respectful empathetic adaptable resilient able handle ambiguity uncertainty uncertainty navigated ambiguity navigating complexity complexity remaining calm composed under pressure

  ---

  Job description

  Lorem ipsum dolor sit amet
  , consectetur adipiscing elit. Nullam tempor vestibulum ex, eget consequat quam pellentesque vel. Etiam congue sed elit nec elementum. Morbi diam metus, rutrum id eleifend ac, porta in lectus. Sed scelerisque a augue et ornare.
  
  Donec lacinia nisi nec odio ultricies imperdiet.
  Morbi a dolor dignissim, tristique enim et, semper lacus. Morbi laoreet sollicitudin justo eget eleifend. Donec felis augue, accumsan in dapibus a, mattis sed ligula.
  
  Vestibulum at aliquet erat. Curabitur rhoncus urna vitae quam suscipit
  , at pulvinar turpis lacinia. Mauris magna sem, dignissim finibus fermentum ac, placerat at ex. Pellentesque aliquet, lorem pulvinar mollis ornare, orci turpis fermentum urna, non ullamcorper ligula enim a ante. Duis dolor est, consectetur ut sapien lacinia, tempor condimentum purus.

  Get full access

  Access all high-level positions and get the job of your dreams.

  Sign up now