Real Time Analyst (remote)

Las Vegas, NV

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Grand Rounds
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Posted 3 weeks ago

About us:Grand Rounds is a tech-driven healthcare company dedicated to raising the standard of healthcare for everyone, everywhere. By harnessing the power of technology, we connect nearly 6 million members to top-rated doctors and data-driven insights to make better informed healthcare decisions. Driven by premier thought leaders in patient care, technology, and business since 2011, our team of 800+ proudly serves Walmart, Costco, Salesforce, and over 140 of America’s top employers as a free employee benefit. Chosen as a 2019 Best Place to Work by Glassdoor and a UCSF Digital Health Award winner for Employer Wellness, Grand Rounds thrives at the forefront of technology-driven healthcare innovation.
The Workforce Analyst will take ownership of intraday performance management, including monitoring arrival patterns, schedule conformance, as well as scheduling and planning offline activities to ensure service level, staffing, and employee satisfaction goals are met.  

Responsibilities

  • Monitor and manage phone and offline performance
  • Monitor real-time adherence and schedule conformance for team members to maintain alignment to demand
  • Allocate employees to different tasks/shifts to ensure the right people are in the right place at the right time
  • Prepare and submit reports on resource utilization, attendance, and productivity
  • Provide leadership teams with timely, accurate reports on intraday performance and impacts
  • Approve and process real-time and future change requests for schedule modifications 
  • Ensure all exceptions are accounted for and align to optimal business requirements
  • Provide impact analysis for outages, staffing shortages, and other unplanned events
  • Responsible for updating and maintaining schedules that are aligned at the interval level to the short term call/workload demand in support of business, productivity, and Operational objectives.
  • Assist in scheduling all off-phone activities such as offline work, team meetings, coaching, training, etc.
  • Use schedule accuracy measurements for continuous improvement, including making recommendations to improve schedule efficiency and employee satisfaction 

Qualifications:

  • Bachelor's degree in Human Resources, Business Administration or related field preferred
  • 2+ years workforce management experience in a contact center environment; healthcare industry experience strongly preferred
  • Excellent verbal and written communication skills
  • Strong organizational and analytical skills, including trend analysis
  • Excellent time management skills, with the ability to plan, prioritize, and effectively organize competing priorities
  • Extremely reliable self-starter with the ability to work independently with little supervision
  • Ability to handle multiple tasks at a time
  • Must work with a high sense of urgency in a fast paced environment
  • Must be effective and efficient working in a team environment
  • Candidates must be service oriented, self-confident, and dependable

This is a remote, work from home position.
The ideal candidate will be able to work until 9pm PST.
-----Grand Rounds is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Grand Rounds considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.
Job tags: Coaching Data-driven Human Resources Salesforce Training
Job region(s): North America
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