Real Time Analyst – Contact Center Operations in Remote, North Dakota

**This position is Remote

Duties and Responsibilities Include:

• Monitor real-time call traffic volume for multiple queues and respond to spikes in high call volumes in relation to low staffing, average customer wait time, and call abandon percentages.

• Analyze trends such as call volume and AHT, and attendance to understand and plan for potential overstaffing/understaffing conditions.

• Determine requirements necessary and make staffing adjustments accordingly.

• Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as training, mentoring, meetings, etc.

• Provide bi-hourly, daily, weekly, and monthly reporting to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, schedule adherence, etc.

• Compile information, interpret data, and take appropriate action to support Operations Team with regard to overtime, offline time, and downtime.

• Responsible for documentation of root cause analysis to explain KPI, productivity performance and system escalations.

• Act as liaison between Call Center Operations and Business Analyst team relative to call flow issues, call routing issues and system issues in general according to the established escalation process.

• Ensure that established Operations, Human Resources, and Workforce Management policies are adhered to with regard to Call Traffic responsibilities and that the appropriate escalation process is initiated in instances of non-adherence to those policies.

• Coordinate and manage same day and/or short-term non-phone related tasks and manage the workload.

• Work with the leadership team on execution or recommended schedule adjustments to meet daily KPIs.

• Assist in the development of any reports and/or processes that increase the ability of the contact center to effectively and accurately plan acceptable performance results.

Minimum Qualifications:

• High School Diploma or GED from an accredited school.

• Working experience utilizing Microsoft Excel to generate standardized reporting, utilizing v-LookUp and formulas, and utilizing/interpreting pivot tables.

• Working knowledge in a Workforce Management software monitoring real time statistics.

• Working experience with data mining, report analysis or reconciliation in a healthcare billing or commercial insurance environment.

• Working experience serving as a liaison between business unit and information technology to ensure that technical issues are identified, resolved and/or escalated in a timely manner.

• Proven ability to analyze complex data from various sources and translate into a viable report.

• Ability to troubleshoot basic technical issues prior to escalating to information services. Ability to interact and communicate with staff at all levels via email and verbally.

• Detail oriented while maintaining the integrity of data entered into spreadsheets in Excel and WFM tool.

• Must be able to work a flexible schedule including early mornings, after-hours and/or on weekends as needed

Preferred Qualifications:

• Associate’s degree (or higher) from an accredited school.

• Ability to quickly analyze and effectively communicate on a diverse dynamic set of service items.

• Ability to present and report on issues in a concise, effective manner ensuring issues are actionable.

• Strong reporting and data analysis skills using Excel or other Business Intelligence reporting tools.

• Programing experience with knowledge of SAS or SQL.

• Familiarity with Access as a database management system.

• Experience working with a sophisticated Workforce Management software tool.

• Previous experience in a Workforce Management role supporting a call center environment.

• Excellent organization and time management skills to manage heavy workload and produce accurate information in a stressful environment with constant interruption.

Compliance & Regulatory Responsibilities: NA

License/Certification: NA

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.