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Healthfirst Sr. Real Time Analyst in Lake Mary, Florida


Position Summary:

The Senior Real Time Analyst is responsible for real-time and/or intraday management of resources and call flow support for a multi-site healthcare call center to ensure the correct number of employees are available at the right times to answer an accurately forecasted volume of incoming or outgoing calls at the desired service level. The Senior Real Time Analyst will serve as the main point of contact for the day to day operations of the Real Time Analyst team.


  • Coordinate and share in monitoring 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.

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

  • Provide and ensure the accuracy of 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, IT and Workforce Effectiveness 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.

  • Partner with the leadership team and Workforce Effectiveness Scheduling 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.

  • Facilitate meetings as needed.

Minimum Qualifications

  • High School Diploma or GED from an accredited school.

  • Working experience utilizing Microsoft Excel to generate standardized reporting, utilizing vLookUp and formulas, and creating/interpreting pivot tables.

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

  • Working experience with data mining, report analysis or reconciliation.

  • 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

  • Strong leadership and organizational skills

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.

  • 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.

  • 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.

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, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

If you have a disability under the Americans with Disability Act or a similar law, and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.

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