Workforce Management Analyst I

hace 3 semanas

Heredia, Costa Rica Tebra A tiempo completo

Tebra only initiates contact with candidates via email from an official Tebra email address (@tebra.com, @patientpop.com, or @kareo.com) or through our applicant tracking system, Greenhouse. We will only ask you to provide sensitive personal information through our official application portal — not via social media or text message. We do not conduct interviews via instant messaging.

About the Role

As a Real-Time Analyst (RTA) in our dynamic contact center, you will play a crucial role in optimizing workforce management and ensuring operational efficiency. The ideal candidate will have a strong analytical mindset, excellent communication skills, and the ability to thrive in a fast-paced, customer-focused environment. This role involves real-time monitoring of call center metrics, making data-driven decisions, and collaborating with various teams to enhance overall performance. ensure that operational targets and service level agreements (SLAs) are met by making real-time adjustments to staffing levels, workflows, and resource allocation. 

Your Area of Focus
  • Monitor and analyze real-time metrics, including call volume, agent adherence, and service level targets.
  • Proactively respond to fluctuations in call volume and make dynamic decisions to maintain optimal service levels.
  • Monitor agent adherence to schedules and make real-time adjustments to ensure optimal staffing levels.
  • Communicate with supervisors and team leads to address any deviations from schedules and implement corrective actions.
  • Generate and analyze daily, weekly, and monthly reports on key performance metrics.
  • Identify trends, patterns, and areas for improvement based on historical data and real-time observations.
  • Work closely with operations, and training teams to understand business objectives and align real-time decisions accordingly.
  • Contribute to meetings and discussions on performance metrics and process enhancements.
  • Effectively communicate with agents, supervisors, and management regarding real-time performance and schedule adjustments.
  • Provide timely updates during peak periods and address any operational challenges promptly.
  • Leverage workforce management tools and software to track, analyze, and report on real-time and historical data.
  • Actively engage in the implementation and optimization of technological solutions to enhance operational efficiency.
  • Reviews and processes schedule change requests.
Your Professional Qualifications
  • Domain experience in either healthcare, technology, or both preferred, but not required.
  • +2 years experience in Contact centers.
  • Strong analytical and problem-solving skills.
  • Basic understanding of call center metrics and key performance indicators.
  • Understanding of the importance of customer satisfaction and the impact on operational decisions.
  • Ability to adapt to changing priorities and make real-time decisions.
  • Effective collaboration skills to work with leadership and other departments.
  • Ability to convey complex information in a straightforward manner.
  • Detail-oriented with a focus on accuracy.
  • Excellent communication and interpersonal skills.
  • Eagerness to learn and grow within the role.
About Tebra

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra. 

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

Our ValuesStart with the Customer 

We get to know our customers - and their patients - and look at the world through their lens.

Keep It Simple

Healthcare is too complex. We aim to simplify it for everyone.

Stay Entrepreneurial 

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

Better Together

We are diverse, humble, and collaborative. We put the team first and win together.

Celebrate Success

Life is short and joy is underrated. We take time to have fun and celebrate success.

Perks & Benefits 

To assist with all of life’s needs, Tebra also offers a wellness and childcare subsidy and a University/Education discount We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

 

#LI-SS1 #LI-Hybrid

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