Hartford HealthCare Medical Group
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DescriptionJob Schedule: Full Time
The Call Center Staffing Analyst I is responsible for monitoring and reporting schedule adherence in real-time using the real-time adherence workforce management software Calabrio. The Analyst will work closely with our Call Center Staffing Analyst II, Access Analytics Manager and the Access Center operational team, calling out non-adherent events and monitoring agent calling/phone skill behaviors in real-time. Monitor call queues throughout the day and notify assigned staff and leadership of un-forecasted spikes, spikes in high call volumes in relation to low staffing, average customer wait time, call abandon percentages, impacts to service levels as well as events such as talk-time or after-call-work time which exceeds defined thresholds.
We take great care of careers! With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.