Real Time Analyst, Work Force Management

3 weeks ago

Philippines Carenet Health Full time
We are currently seeking a highly motivated and detail-oriented individual to join our team as a Real-Time Analyst.

As a Real-Time Analyst, you will be a vital part of our operations, ensuring the seamless and efficient delivery of healthcare support services. You will collaborate with diverse teams to monitor real-time performance metrics, optimize staffing levels, and contribute to an enhanced customer experience. The ideal candidate will possess a strong analytical mindset, excellent communication skills, and a genuine passion for providing high-quality healthcare service.

Work Set Up and Schedule: Makati, hybrid | Shifting schedule

At Carenet Health, we're relentlessly focused on delivering clinically driven, consumer-centric engagement solutions rooted in powerful, one-on-one connections. One in five (65 million) Americans has access to our services, and we connect with 70,000 consumers daily about their health and wellness, coverage and benefits, care coordination and more.

Responsibilities

SOME OF WHAT YOU WILL DO:

  • Monitor and analyze real-time call volume, agent availability, and service level performance.
  • Collaborate with workforce management to make real-time adjustments to staffing levels based on call volume fluctuations.
  • Monitor agent adherence to schedules and breaks, making real-time adjustments as necessary to maintain productivity while ensuring agent well-being.
  • Conduct intraday analysis to identify trends, issues, and opportunities. Propose and implement real-time strategies to optimize resources and meet service-level goals.
  • Identify and escalate system outages, technical issues, and any events impacting contact center performance to the appropriate teams for resolution.
  • Generate real-time and daily reports to track key performance indicators, including call volume, average handle time, and service level attainment. Provide insights and recommendations for improvement based on data analysis.
  • Effectively communicate real-time insights, recommendations, and updates to team members, supervisors, and management to facilitate informed decision-making.
  • Anticipate and address potential service level challenges and bottlenecks by proactively adjusting agent schedules and resources.
  • Maintain accurate records of real-time activities, actions taken, and results achieved. Document any operational changes or escalations.

Qualifications

    • High school diploma or equivalent; bachelor's degree in healthcare management or related field is a plus.
    • Minimum of 2 years of experience in a real-time analyst role within a multi-site, multi-program BPO ( inbound and outbound). Experience in a medical center or healthcare environment is a plus.
    • Proficiency in workforce management software and tools. Experience with healthcare-specific call center software is a plus.
    • Strong analytical and problem-solving abilities with the capacity to interpret data and make data-driven decisions.
    • Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely.
    • Ability to work collaboratively in a fast-paced and dynamic healthcare environment.
    • Flexibility to adapt to changing call volume and staffing needs in real time.
    • A meticulous mindset with a focus on accuracy and precision.
    • A commitment to providing the highest quality healthcare support services to patients and clients.
    • Ability to work hybrid environment.
Successful candidate must be willing to work in Makati. This is a shifting schedule.

We're searching for the market's strongest candidate to join our group of innovators, collaborators, and builders in pioneering the next phase of Carenet's place in healthcare history. If this sounds like you, we need to connect

More About Carenet Health

Carenet Health delivers multi-dimensional value to healthcare organizations in areas such as revenue optimization, cost containment and consumer experience. Our clients choose us—and stay with us for an average of seven years or more—because of our clinical expertise and our experience creating meaningful connections that deliver impact and ROI.

Our solutions include multi-channel consumer engagement programs that support quality and satisfaction performance metrics, as well as on-demand clinical engagement and telehealth services that improve care and lower costs. Intelligent contact strategies, empathy-focused interactions, high-touch navigation assistance and best-in-class partners are a few of the key factors in our success.

Learn more at carenethealthcare.com

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