Adelante Healthcare

About Adelante Healthcare

We are looking for an experienced Call Center Workforce Analyst to Join our Team We have a beautifully designed corporate office located in downtown Phoenix. We are an organization that values our employees and are motivated to provide an exceptional service experience for all of our patients through living our Core Values: EXCELLENCE, INTEGRITY, SUSTAINABILITY, RESPECT AND COMPASSION. About Adelante Healthcare Adelante Healthcare currently provides a wide range of programs including primary medical, dental, WIC, health promotion and prevention and behavioral health programs. We provide services to over 80,000 individuals per year, resulting in over 200,000 visits in nine clinical locations across Maricopa County. Adelante Healthcare is a non-profit 501(c)(3) organization and our mission is to improve the health of our communities by providing the highest level of primary and preventative care, making it affordable for everyone and operating in an environmentally responsible manner. We call this sustainable health care–and its power to heal is limitless. What you will be doing: Working a part of a team in a growing healthcare organization You will monitor real-time call queue performance, and handle service-level agreements (SLA’s) for Care operations, actively addressing areas of concern as they occur Participate and present data to discuss trends, projections, and to create a plan of action to meet call center metrics Guide our business partners and teams to analyze and improve team performance Advise the business on recommended workforce processes to retain long-term efficiencies Ensure staffing levels are correct to handle appropriate amount of call volume Connect regularly with the business to adjust breaks and lunches accordingly Be the point of contact in your dedicated care center for situations that need to be immediately transferred to Workforce Strategy such as: high queues, systems down, phone problems, staffing issues, and emergency situations Gauge trends on the teams to identify areas of improvement with assigned operational departments Strong project management and analytical skills. The talent we are looking for: Associates Degree in Business, Finance or related field is desired, high school diploma or GED is required. A minimum 2 years of experience handling the workforce responsibilities listed above, in a call center environment with an extended understanding of performance metrics such as; handle time, and schedule adherence Experience developing long term forecasts and staffing plans for a contact center Management level experience in (WFM) is helpful and/or Prior use of workforce management (WFM) software such as; Cisco Finesse, CUIC You possess creativity in utilizing Microsoft Excel and different functions within such as: pivot tables, advanced formulas, charts and graphs Why you should apply: Competitive Compensation Excellent Benefits Tuition Reimbursement The ability to make a difference for community we serve

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Company Info

Legal Form: Inc

Company Size: 501 - 1000

Revenue: 25 - 100 million (USD)

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Job Ads found: 290

Job Ads per Month: 9.4

Hiring Locations: 5

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