Job Description Summary

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The Contact Center Planning & Monitoring Analyst is responsible for ensuring the smooth and efficient operation of the call center. This position requires a proactive individual who can effectively monitor real-time agent activity and implement strategies to maximize performance. Key responsibilities include precise scheduling of breaks and lunches, timely updates of intraday reports, and efficient management of the Voluntary Time Off (VTO) process. The ideal candidate will excel in optimizing agent performance while maintaining service levels and driving operational efficiency.

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How will you make an impact & Requirements

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Responsibilities
• Continuously monitor and analyze agent activity to ensure proper adherence to schedules and service level agreements (SLAs).
• Monitor call center systems for any system outages or issues impacting operations and take appropriate action to resolve or escalate.
• Notify supervisors and management of potential issues that could impact performance, including low staffing levels, system outages, or agent availability.
• Manage and update real-time agent breaks, lunches, and off-phone activities to maintain proper staffing levels throughout the day.
• Adjust schedules as necessary to optimize staffing based on current call volume and operational needs.
• Update and distribute intraday interval reports detailing call center performance metrics, including agent adherence, call volume, and service levels.
• Provide real-time updates and performance analysis to management to assist in decision-making.
• VTO (Voluntary Time Off) Management:
• Oversee the Voluntary Time Off (VTO) process, ensuring that requests are processed in a timely and efficient manner.
• Manage VTO schedules and ensure they are aligned with operational needs and staffing requirements.
• Act as a liaison between agents, supervisors, and management to ensure accurate communication of schedule changes, issues, or escalations.
• Collaborate with leadership to proactively identify opportunities to improve real-time performance and staffing efficiency.
• Monitor operational trends and provide feedback on opportunities to optimize call center processes.
• Assist in the development and implementation of the best practices and process improvements.
• Demonstrate excellent guest service to internal team members and patients.
• Perform other related duties as assigned.

Qualifications
• A bachelor’s degree in business administration, communications, or a related field.
• 2+ years of experience in a call center environment, preferably in a real-time monitoring or workforce management role.
• Previous experience in a healthcare setting is highly valued and enhances our team’s effectiveness.
• A strong understanding of call center operations, performance metrics, and scheduling processes is essential for success in this role.
• Strong analytical skills and keen attention to detail.
• Advanced skills in call center software, scheduling tools, and the Microsoft Office Suite (including Excel, Word, Outlook, and Teams) are required.
• Demonstrated ability to manage multiple tasks simultaneously and prioritize effectively in a dynamic, fast-paced environment.
• Excellent communication and interpersonal skills are necessary, with a proven ability to collaborate effectively across various teams.
• A strong aptitude for problem-solving and a keen attention to detail are crucial for navigating challenges that may arise.
• Flexibility to handle unforeseen situations and a willingness to adapt to changing circumstances is important.
• Open to working flexible hours, including evenings, weekends, and holidays, as required by the needs of the team and organization.
• A capacity to work effectively under pressure while maintaining a positive and professional demeanor.
• We are looking for dedicated individuals who are eager to contribute to our team and provide exceptional support to our clients in a rewarding healthcare environment.
• Ability to work independently in a fast-paced, cross-functional environment.