Real-Time Workforce Analyst at AdventHealth

Date Posted: 2/26/2021

Job Snapshot

  • Job Schedule
  • Location:
    Orlando, FL
  • Date Posted:
  • Job ID:
  • Job Family
    Human Resources
  • Travel
    Yes, 25 % of the Time
  • Shift
    1 - Day

Job Description


Real-Time Workforce Analyst | AdventHealth Corporate

Location Address: 602 Courtland Campus, Orlando, Florida 32804

Top Reasons to Work at AdventHealth Corporate

  • Great benefits
  • Immediate Health Insurance Coverage
  • Career growth and advancement potential
Work Hours/Shift:
  • Full-Time, Monday – Friday

You Will Be Responsible For:

  • 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
  • Monitor scheduling adherence, staffing shortages and other unplanned events; respond to real-time staffing needs
  • Monitor daily staffing levels to anticipate coverage issues in real time
  • Utilize and maintain available reporting systems; produce routine and non-routine reports and presentations, including daily contact center performance, root-cause analysis, and trends and behaviors
  • Manage the employee call-off line, informing supervisors of unplanned call-offs and logging them appropriately
  • Use knowledge of all contact center software to actively manage and reroute incoming calls as directed
  • Maintain employee exceptions, including attendance, paid time off, and other off-phone activities in a timely and accurate manner
  • Assist the Forecasting & Scheduling Workforce Analyst to develop daily and long-term staffing requirements and schedules
  • Serve as a backup for the Workforce Supervisor, as necessary
  • Utilize critical thinking skills to offer prompt and efficient assistance to CxC leadership regarding staffing projections and reporting
  • Actively work with other CxC staff and leaders to achieve established performance metric standards
  • Perform other duties as assigned by the Supervisor or other CxC leaders
  • Adhere to department policies and procedures 
What You Will Need:

Education and Experience Required:

  • High school diploma or equivalent
  • Two years of experience in a contact center environment
  • Advanced MS Excel experience

Education and Experience Preferred:

  • Associate degree
  • Prior experience with workforce management tools/applications (e.g. ASPECT, Genesys, inContact, Verint)
  • Experience with Microsoft Office (Outlook, Word, Excel, Power Point)
  • Experience with telephony systems
  • Experience using Erlang C

Knowledge and Skills Required:

  • Ability to articulate the mission of AH and the CxC
  • Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals
  • Demonstrated interpersonal, customer relations, and communication skills
  • Ability to lead or facilitate training and education
  • Personal integrity and an ability to work under stress
  • Strong organizational and coordination skills
  • Strong attention to detail and ability to take initiative to resolve immediate or urgent problems
  • Effective communicator in English, both orally and in writing
  • Typing skills of at least 45 words per minute
  • Ability to adapt rapidly to change, balance multiple priorities, think quickly, and use appropriate judgment
  • Demonstrates regular, consistent and punctual attendance
  • Proficiency in Microsoft Suite programs and Adobe
  • Technological aptitude to master additional programs, technologies, and databases
Job Summary:

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.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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