Real Time Analyst

<b>At LogistiCare, you have the ability to define your own career journey and enjoy the ride along the way and make possibilities real. Your growth is our objective. Whatever your passion, you’ll have the opportunity to find the career you’re looking for, learn and grow in your role, and make a difference in the lives of others. And you’ll do it alongside colleagues you can count on, in a vibrant work environment, with leadership that puts you first. <br/><br/>Sound like a good career fit? </b>

Edison, NJ


<strong><a href="" target="_blank" rel="noopener noreferrer">Who We Are: Transportation &amp; Integrated Health Services</a><br /></strong>Nation&rsquo;s largest manager of non-emergency medical transportation, provides 69+ million rides annually in 39 states and D.C. Supports integrated health care programs, improving care coordination for members and their corresponding providers and hospital networks.<br /><br /><strong>What We Value Most &ndash; YOU<br /><br />Benefits - The Whole Package&nbsp;</strong><br />Medical, Vision, Dental, Disability, EAP, Legal, Voluntary Life Insurance, Group Life &amp; AD&amp;D, Flexible Spend Account, Paid STD &amp; LTD, Vacation &amp; Holidays<br /><br /><strong>Culture - Why You Want to Come to Work Every Day</strong><br />Casual Dress - Business Casual, Relaxing - Comfy Lounge Areas, Excitement -Themed&nbsp; Luncheons, Great Hours &amp; Set Shifts - (Mon. &ndash; Fri.)<br /><br /><strong>View Featured Positions Below OR Check Out <a href=";d=ExternalCareerSite" target="_blank" rel="noopener noreferrer">All&nbsp;Career Journey Opportunities&nbsp;with LogistCare</a></strong>

keywords: leadership,reporting,performance,operations,management,education,experience,skills,physical demands,work environment


Overview: The Contact Center Real-time Analyst will work side-by-side with the Leadership Team for each book of business to control and maintain optimal daily and monthly workforce performance.
Responsibilities: <ul> <li>Reports performance metrics for all lines of business for workforce related key performance indicators.</li> <li>Maintains accurate and current account of site phone staff (e.g. Entering required staffing resource schedules/exceptions).</li> <li>Monitors resources, call queues and skilling management.</li> <li>Provides formal and informal SVL performance updates.</li> <li>Partners with operations to preschedule coaching, training and meetings.</li> <li>Schedules phone activities in partnership with leaders.</li> <li>Identifies and reports staffing concerns that negatively impact service level performance.</li> <li>Monitors performance and enters new hire agents into workforce systems.</li> <li>Ensures reports are complete, accurate and issued on established cadence.</li> <li>Provides key insights from analysis and interpretation of data.</li> <li>Performs other duties as assigned.</li> </ul>
Requirements: <p><strong>POSITION QUALIFICATIONS</strong></p> <p><strong>Competency Statement(s)</strong></p> <p>Accurate - Ability to perform work accurately and thoroughly</p> <p>Analytical Skills - Ability to use thinking and reasoning to solve a problem</p> <p>Communication, Oral - Ability to communicate effectively with others using the spoken word</p> <p>Communication, Written - Ability to communicate in writing clearly and concisely</p> <p>Customer Oriented - Ability to take care of the customers' needs while following company procedures</p> <p>Decision Making - Ability to make critical decisions while following company procedures</p> <p>Interpersonal - Ability to get along well with a variety of personalities and individuals</p> <p>Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems</p> <p>Relationship Building - Ability to effectively build relationships with customers and co-workers</p> <p>Working Under Pressure - Ability to complete assigned tasks under stressful situations</p> <p>Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous</p> <p>Reliability - The trait of being dependable and trustworthy</p> <p><strong>REQUIREMENTS</strong></p> <p><strong>Education</strong></p> <ul> <li>High School Graduate or General Education Degree (GED).</li> </ul> <p><strong>Experience</strong></p> <ul> <li>2 to 5 years contact center customer service experience is strongly preferred.</li> <li>1+ year(s) experience in a Resource Management/Workforce Contact Center position strongly preferred.</li> </ul> <p><strong>Skills</strong></p> <ul> <li>Excellent customer service and people skills and must be able to work independently or with a team.</li> <li>Ability to quickly learn new technology and processes.</li> <li>Must be able to understand and follow complex instructions.</li> <li>Read, write and understand English fluently.</li> <li>Ability to accurately type 35 wpm.</li> </ul> <p><strong>WORKING CONDITIONS</strong></p> <p><strong>Physical Demands</strong></p> <p>The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p> <p><strong>Physical Requirements</strong></p> <ul> <li>Able to sit at and work on a computer for periods of time.</li> <li>Able to use the phone for periods of time.</li> <li>Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves.</li> <li>Required to be at the work location to perform job functions.</li> <li>Ability to speak, hear and see for the assigned work day.</li> <li>Repetitive key stroke/data entry for the assigned work day.</li> <li>Ability to ambulate as needed for the assigned work day.</li> <li>Ability to meet the requirements of the Customer Service Representative job description.</li> </ul> <p><strong>WORK ENVIRONMENT</strong></p> <p>The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p> <p>Entire work time is conducted in an office environment in a controlled atmosphere building.</p> <p>The noise level in the work environment is usually moderate.</p>