Real-Time Performance Analyst

POSITION SUMMARY
This position will be responsible for managing the intraday contact center performance for the Banner Health customer service network. This role will troubleshoot and analyze staffing and contact volume trends, react to contact agent staffing gaps, and liaise with Technologies to report system issues. This position will engage with the customer service operations groups to adjust staffing levels, reschedule pre-planned off-the-phone activities, and course-correct deviations to the staffing plan.

CORE FUNCTIONS
1. Leverage partnerships across Banner customer service network to execute the contact agent staffing plan in order to achieve the Abandon Contact Rate goals. Build effective partnerships through strong relationship building skills in order to course-correct deviations from the staffing plan.

2. Provide real-time performance management for the contact centers by addressing intraday staffing gaps, rescheduling off-the-phone time to periods where excess staffing is forecasted, and escalating staffing deficiencies to leadership.

3. Interpret the short-term staffing plan and take immediate action to close the gap between the forecasted staffing actuals and requirements.

4. Understand the contact delivery paths and how the contact routing impacts the staffing plan and the complexities related to multi-skills and contact overflows.

5. Identify trends, recognize linkages and patterns in the contact center performance data.

6. Troubleshoot, triage, and analyze contact center performance issues and appropriately initiate resolution steps. Liaise between the customer service contact groups and the Information Technology teams.

7. Support the business continuation planning efforts by invoking the appropriate contact delivery and staffing protocols to mitigate the customer impact.

8. Has accountability for the real-time performance of the contact center enterprise (~2,000 agents). Must be able to navigate in an ever-changing environment and make quick decisions with limited data. Responsible for ensuring daily staffing plans are executed and provide analytical support and real time solutions gaps in coverage occur.

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all customers of Banner Health with an excellent service experience by consistently demonstrating our core and leader behaviors each and every day.

NOTE: The core functions are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Specific tasks or responsibilities will be documented as outlined by the incumbent's immediate manager.

SUPERVISORY RESPONSIBILITIES
DIRECTLY REPORTING
None
MATRIX OR INDIRECT REPORTING
None
TYPE OF SUPERVISORY RESPONSIBILITIES
N/A

Banner Health Leadership will strive to uphold the mission, values, and purpose of the organization. They will serve as role models for staff and act in a people-centered, service excellence-focused, and results-oriented manner.

PHYSICAL DEMANDS/ENVIRONMENT FACTORS
OE - Typical Office Environment: (Accountant, Administrative Assistant, Consultant, Program Manager)
Requires extensive sitting with periodic standing and walking.
May be required to lift up to 20 pounds.
Requires significant use of personal computer, phone and general office equipment.
Needs adequate visual acuity, ability to grasp and handle objects.
Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone.
May require off-site travel.

MINIMUM QUALIFICATIONS

High school or equivalent education and/or experience.

Two years’ experience in contact center environment. Proven abilities in using data to influence others.

High proficiency with Excel.

PREFERRED QUALIFICATIONS

Working knowledge of Banner Health contact center segments preferred. Additional related education and/or experience preferred.

Additional related education and/or experience preferred.