Real Time Analyst

hace 2 semanas

Santa Ana, Costa Rica NCH Healthcare System Limitada A tiempo completo $40.000 - $80.000 al año

Job Summary:

The Real Time Analyst (RTA) is responsible for monitoring and managing intraday performance of the Access Center to ensure service level goals are achieved. This hybrid role combines real-time queue management with analysis and reporting of operational metrics to support both immediate decision-making and long-term process improvements. The RTA acts as the main point of contact between Workforce Management and Operations for any intraday adjustments and provides actionable insights to optimize staffing, scheduling, and productivity.

Essential Duties and Responsibilities:

· Monitor real-time contact volumes, Average Handle Time (AHT), Service Level (SL), and other KPIs to ensure operational targets are met.

· Proactively adjust agent schedules, breaks, and off-phone activities in response to changing call volume and staffing levels.

· Communicate intraday performance updates and recommendations to Supervisors and Operations Leaders.

· Identify and escalate operational issues, such as system outages, high call volumes, or unforeseen staffing shortages.

· Produce daily, weekly, and monthly reports on Contact Center performance, including variance analysis and trends.

· Collaborate with Workforce Planners to improve forecast accuracy and schedule adherence.

· Track and report shrinkage, occupancy, and schedule adherence metrics.

· Provide post-shift and end-of-day summaries with performance highlights and opportunities for improvement.

· Proactively request OT or VTO depending on the needs of the Access Center.

· Other tasks as requested.

Education, Experience, and Qualifications

Required Schedule:

· Varying shifts starting at 7:00 am through 6:00 pm United States Eastern Time.

· Evenings and weekends as needed to support operations.

Education, experience and qualifications:

· Minimum of High School diploma/GED; associate's or bachelor's degree in IT-related field preferred.

· Minimum of 1.5 years of experience in the Workforce Management environment, with at least 1 year in a position related to data analysis and reporting.

· Demonstrated ability to supervise or mentor junior staff.

· Strong problem-solving skills with the ability to resolve complex technical issues independently.

· Excellent verbal and written communication skills.

· High attention to detail and organizational skills.

· Proven ability to manage multiple priorities in a fast-paced environment.

· Experience working in cross-functional teams and healthcare environments preferred.

· Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, OneNote, Outlook, Visio).

· Solid understanding of computer hardware, peripherals, networking, and Active Directory.

· Certifications: Not required, though certifications such as A+, Network+, or Microsoft-related are a plus.

· Availability to work nights and weekends as needed.

Job Type: Full-time

Application Question(s):

  • Do you have an excellent command of tools such as Excel, Macros and preferably Power BI or SQL?

Education:

  • High school or equivalent (Required)

Experience:

  • data analysis and reporting: 1 year (Required)
  • Workforce Management: 1 year (Preferred)

Language:

  • English (Required)

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