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Real-Time Adherence (RTA) Analyst

Automated Health Systems
Pittsburgh, USA
Full-time
Entry · 2+ years experience
Onsite
Discovered 2 months ago
VerintNICE IEXGenesys Cloud WFMMicrosoft Excel

Full Job Posting

Benefits

  • Health, dental, and vision insurance
  • 401(k)
  • Employee wellness program
  • Training and career growth opportunities

Responsibilities

  • Monitor real-time agent adherence, staffing levels, and queue performance across multiple contact center programs
  • Track adherence exceptions and communicate real-time staffing recommendations to supervisors and operations leadership
  • Process intraday schedule adjustments, including overtime, voluntary time off (VTO), schedule changes, and exception requests
  • Monitor service level, average speed of answer (ASA), occupancy, abandonment rate, and other key workforce metrics
  • Analyze staffing trends and recommend operational adjustments to maintain service levels
  • Produce daily workforce reports and communicate staffing updates throughout each shift
  • Maintain accurate workforce management data, schedules, and activity codes
  • Collaborate with Workforce Management, Operations, and Technical teams to support staffing strategies and operational performance
  • Participate in continuous improvement initiatives and workforce planning activities

Qualifications for the position include

  • Associate's degree in Business, Information Systems, or related field preferred; equivalent experience considered
  • Minimum of 2 years of real-time adherence or workforce management experience in a contact center environment
  • Experience with workforce management platforms such as Verint, NICE IEX, or Genesys Cloud WFM
  • Strong understanding of contact center metrics including service level, adherence, occupancy, ASA, and abandonment rate
  • Advanced Microsoft Excel and reporting skills
  • Ability to remain calm and make sound decisions in a fast-paced operational environment
  • Healthcare, Medicaid, or government contact center experience preferred
  • Automated Health Systems is an Equal Opportunity Employer.

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