[Hiring] WFM Real Time Analyst @Cleveland Clinic

Role Description

Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. 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. Your goal will be 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 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

Qualifications

• 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, Programming 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

Requirements

• Must be able to use a computer, telephone and view wall monitors
• Must be able to sit for long periods of time

Benefits

• Follows standard precautions using personal protective equipment
• Compliance with the influenza prevention program, which includes obtaining an influenza vaccination on an annual basis or obtaining an approved exemption

Company Description

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug-free environment. All offers of employment are followed by testing for controlled substances.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law.

Cleveland Clinic is pleased to be an equal employment opportunity employer.