We Are Hiring
Ascension is hiring a RT Analyst to join our Contact Center Team! The ideal candidate will have real-time call center coordinating experience as well as Genesys PureConnect experience. Apply now for this excellent opportunity!
Hours: This role is generally a day and early evening role Monday through Friday, but will also need weekend coverage flexibility up to an actual schedule that consistently works on the weekend.
Location: Fully Remote
What You Will Do
Monitor service and staffing levels in real time, ensuring that calls/contacts are being answered within established goals and expectations.

• Utilize workforce management application(s) and tools to monitor real-time contact volumes, service levels, wait times, adherence events, etc.
• Monitor staff adherence and collaborate with contact center operations leadership to identify areas of improvement for individual/team adherence and overall performance.
• Assist with maintaining the employee call-off line and attendance trackers. Inform operations leadership of unplanned call-offs and record events in tracker.
• Monitor daily staffing levels to anticipate any coverage issues. Provide intra-day and daily reports and summaries to Workforce Manager and contact center leadership team.
• Partner with analysts to administer and communicate schedule changes, shift bid results, vacation bids, overtime and other contact center workload related tasks.

What You Will Need
Licensure / Certification / Registration:

• Required Credential(s):• None required.

Education:

• High school diploma or GED required.

Work Experience:

• None required.

Additional Preferences
Additional Preferences:

• 2-5 years in contact center omni channel environment
• Minimum 1 year experience with WFM real time monitoring
• Proficient in the use of Genesys Pureconnect and/or Cloud or similar applications (Verint, Nice)
• Strong knowledge of contact center metrics
• Strong knowledge of MS Office applications (Excel, Word, PowerPoint) or equivalent G-Suite applications
• Strong organizational and time management skills

Why Join Our Team
When you join Ascension, you join a team of over 150,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all. Our inclusive culture, continuing education programs, career coaches and benefit offerings are just a few of the resources and tools that team members can use to create a rewarding career path. In fact, Ascension spent nearly $46 million in tuition assistance alone to support associate growth and development. If you are looking for a career where you can grow and make a difference in your community, we invite you to join our team today.
Equal Employment Opportunity Employer
Ascension is an equal opportunity employer (EEO) and affords equal opportunity to all associates and applicants without regard to race, color, religion, national origin, citizenship, gender identity, sexual orientation, age, physical or mental disability, veteran status, genetic data, or other legally protected status.
For further information regarding your EEO rights, click on the following link to the "EEO is the Law" poster:
http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
EEO is the Law Poster Supplement
Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.
This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.
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