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

• Benefits from Day One 
• Paid Days Off from Day One 
• Student Loan Repayment Program 
• Career Development  
• Whole Person Wellbeing Resources

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

Location: 6061 S WILLOW DR, Greenwood Village, 80111

 

The role you’ll contribute: 

The Consumer Experience Center (CxC) 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 CxC 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 CxC service line workflows.

The value you’ll bring to the team: 

• Apply critical thinking skills and use decisive judgment to take appropriate actions with minimal supervision.
• 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.

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.

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