Overview
We are currently seeking a highly motivated and detail-oriented individuals to join our team as a Real-Time Analyst.
As a Real-Time Analyst, you will be a vital part of our operations, ensuring the seamless and efficient delivery of healthcare support services. You will collaborate with diverse teams to monitor real-time performance metrics, optimize staffing levels, and contribute to an enhanced customer experience. The ideal candidate will possess a strong analytical mindset, excellent communication skills, and a genuine passion for providing high-quality healthcare service.
Responsibilities
- Monitor and analyze real-time call volume, agent availability, and service level performance.
- Collaborate with workforce management to make real-time adjustments to staffing levels based on call volume fluctuations.
- Monitor agent adherence to schedules and breaks, making real-time adjustments as necessary to maintain productivity while ensuring agent well-being.
- Oversee dialer performance metrics in real-time to optimize call flow and enhance agent productivity, ensure adherence to SLA.
- Conduct intraday analysis to identify trends, issues, and opportunities. Propose and implement real-time strategies to optimize resources and meet service-level goals.
- Identify and escalate system outages, technical issues, and any events impacting contact center performance to the appropriate teams for resolution.
- Generate real-time and daily reports to track key performance indicators, including call volume, average handle time, and service level attainment. Provide insights and recommendations for improvement based on data analysis.
- Effectively communicate real-time insights, recommendations, and updates to team members, supervisors, and management to facilitate informed decision-making.
- Anticipate and address potential service level challenges and bottlenecks by proactively adjusting agent schedules and resources.
- Maintain accurate records of real-time activities, actions taken, and results achieved. Document any operational changes or escalations.
Qualifications
- High school diploma or equivalent; bachelor's degree in healthcare management or related field is a plus.
- Minimum of 2 years of experience in a real-time analyst role within a multi-site, multi-program BPO ( inbound and outbound). Experience in a medical center or healthcare environment is a plus.
- Dialer experience is preferred.
- Proficiency in workforce management software and tools. Experience with healthcare-specific call center software is a plus.
- Strong analytical and problem-solving abilities with the capacity to interpret data and make data-driven decisions.
- Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely.
- Ability to work collaboratively in a fast-paced and dynamic healthcare environment.
- Flexibility to adapt to changing call volume and staffing needs in real time.
- A meticulous mindset with a focus on accuracy and precision.
- A commitment to providing the highest quality healthcare support services to patients and clients.
- Ability to work hybrid environment.
We’re searching for the market’s strongest candidate to join our group of innovators, collaborators, and builders in pioneering the next phase of Carenet’s place in healthcare history. If this sounds like you, we need to connect!
Note: Completion of assessments may be required before an applicant can move forward. Completing assessments must be done independently. Any discovery of unauthorized completion, whether during or after the hiring process, will result in disqualification or termination.
Carenet Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.
Please note that we are not accepting resumes for this position from external staffing agencies or recruiters. To be considered for this role, please submit your application directly through our official career portal.
