Workforce Management Real-Time Performance Analyst

Primary City/State:

Phoenix, Arizona

Department Name:

CEC-Strategy and Support-Corp

Work Shift:

Day

Job Category:

General Operations

Primary Location Salary Range:

$19.62 - $29.42 / hour, based on education & experience

In accordance with State Pay Transparency Rules.

Banner Health is seeking a Real-Time Performance Analyst to join their team. In this role, you will manage a scheduling group and handle coding of all attendance, system issues, meeting , trainings etc. This is a fast- paced environment that challenges you to think quickly, critically and responsibly. Experience is helpful if you have strategically allocate people and resources, track attendance and comply with constantly changing workplace laws and regulations, optimize productivity and reduce risk.

All Applications must be submitted with a resume and received by Wednesday May 17th by 4pm.

The schedule for this role will be as followed:
Remote- M-F 7:00am-7:00pm as needed. Travel 4 times a year to our phoenix location.

Banner Health has been recognized by Becker’s Healthcare as one of the 150 top places to work in health care. In addition, we recently made Newsweek’s list of America’s Greatest Workplaces 2023 for Diversity.

These recognitions reflect Banner Health's investment in team members' professional development, wellness benefits, and continued education. It highlights our commitment to advocating for diversity in the workplace, promoting work-life balance, and boosting employee engagement.

Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

POSITION SUMMARY
This position will be responsible for managing the intraday contact center performance for the Banner Health customer service network. This role will troubleshoot and analyze staffing and contact volume trends, react to contact agent staffing gaps, and liaise with Technologies to report system issues. This position will engage with the customer service operations groups to adjust staffing levels, reschedule pre-planned off-the-phone activities, and course-correct deviations to the staffing plan.

CORE FUNCTIONS
1. Leverage partnerships across Banner customer service network to execute the contact agent staffing plan in order to achieve the Abandon Contact Rate goals. Build effective partnerships through strong relationship building skills in order to course-correct deviations from the staffing plan.

2. Provide real-time performance management for the contact centers by addressing intraday staffing gaps, rescheduling off-the-phone time to periods where excess staffing is forecasted, and escalating staffing deficiencies to leadership.

3. Interpret the short-term staffing plan and take immediate action to close the gap between the forecasted staffing actuals and requirements.

4. Understand the contact delivery paths and how the contact routing impacts the staffing plan and the complexities related to multi-skills and contact overflows.

5. Identify trends, recognize linkages and patterns in the contact center performance data.

6. Troubleshoot, triage, and analyze contact center performance issues and appropriately initiate resolution steps. Liaise between the customer service contact groups and the Information Technology teams.

7. Support the business continuation planning efforts by invoking the appropriate contact delivery and staffing protocols to mitigate the customer impact.

8. Has accountability for the real-time performance of the contact center enterprise (~2,000 agents). Must be able to navigate in an ever-changing environment and make quick decisions with limited data. Responsible for ensuring daily staffing plans are executed and provide analytical support and real time solutions gaps in coverage occur.

MINIMUM QUALIFICATIONS

High school or equivalent education and/or experience.

Two years’ experience in contact center environment. Proven abilities in using data to influence others.

High proficiency with Excel.

PREFERRED QUALIFICATIONS

Working knowledge of Banner Health contact center segments preferred. Additional related education and/or experience preferred.

Additional related education and/or experience preferred.

EOE/Female/Minority/Disability/Veterans

Our organization supports a drug-free work environment.

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