Operations Associate II – PACT Workforce Management Real-Time Analyst

Role Overview

• Provide performance analysis to monitor and ensure contact center service levels are consistently met
• Analyzing real time adherence data, researching performance issues, ensuring proper staff are skilled
• Identifying areas of improvement and adjusting teammates schedules to meet the PACT contact center service standards
• Utilizing call center management tools to monitor and manage real time call queues, wait times, service levels, abandonment rates
• Compiling and analyzing volume trend reports for call volume, staffing requirements and budget planning
• Developing and maintaining the ability to guide group discussions, maintain stated objectives, and challenge solutions that offer benefit to staff or the organization

Requirements

• Associates Degree plus 2 years practice operations experience or 4 years of related clerical or clinical practice experience required
• Previous contact center and workforce planning and WFM application (Genesys, Verint, Nice, etc.) experience strongly preferred
• Competent statistical understanding.

Benefits

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short
• and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program