At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

Job Title

WFM Real Time Analyst

Location

Cleveland

Facility

Remote Location

Department

Contact Center Support Services-Clinical and Operational Improvement

Job Code

B99949

Shift

Days

Schedule

9:30am-6:00pm

Job Summary

Job Details

**Applicants must reside near Beachwood, Ohio

Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. You will work alongside dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

As a Real Time Analyst, you will be responsible for the real time monitoring of all queues and services within the Access to Care (ATC) and ancillary locations. It will be your goal to ensure that calls are being answered, and intra-day service levels and abandon rates are being met. You will also monitor all agent activities, ensuring they are adhering to their schedules and are available to take calls. This is a great team to be a part of due to their constant support of one another and great communication.

This is a remote role with on-site training at CC Administration Campus. A caregiver in this position works remotely from 9:30am to 6:00pm.

A caregiver who excels in this role will:

Create and configure profiles within multiple systems
Build new users and terminate users in Cisco and UCCE
Monitor, in real-time, agent schedule adherence and phone activity, ensuring agents are available to take calls.
Monitor real-time actual vs forecasted call volume variations
Make appropriate staffing adjustments to ensure call center service level targets are met.
Process all time keeping and schedule change adjustments.
Optimize and review the weekly and daily department Intra Day Performance (IDP) and coverage to meet call demand and agent availability.
Review weekly and daily staffing requirements and make recommendations for overtime (OT), off-phone projects, etc., as needed.
Process requests for new users to be added and removed from the WFM system.
Handle real-time queries from business partners regarding the queues and make corresponding changes as needed.
Facilitate new hire training for appointment center and provide further education on how to utilize the Telephony system
Make recommendations to the Leadership team on real-time staffing requirements and deployment of resources.
Assist the Call Center Support Services in other duties as required.

Minimum qualifications for the ideal future caregiver include:

High School Diploma or GED
Two years of call center experience in a high touch customer service environment OR two years of experience working with Contact Center telephony and/or WFM systems OR a Bachelor’s Degree in IT, Programing or Contact Center Solutions
Demonstrated proficiency in Excel, Word and Outlook
Experience with training or presenting
Strong attention to detail
Multi-tasking and time management skills

Preferred qualifications for the ideal future caregiver include:

Associate’s Degree
Call center experience

Physical Requirements:

Must be able to use a computer, telephone and view wall monitors.
Must be able to sit for long periods of time.

Personal Protective Equipment:

Follows standard precautions using personal protective equipment.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster.

Cleveland Clinic is pleased to be an equal employment opportunity employer.