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Workforce Analyst

American Health Connection Chicago, IL

  • Salary $40,000 to $45,000 Annually
  • Benefits Offered Medical, 401k
  • Employment Type Full-Time

This person must be a detail-oriented experienced Queue Supervisor with strong analytical skills. You will monitor queues and adjust to mitigate impacts to the patient communication center service levels and workload, keep agents aware of inbound calls, calls waiting, abandonment rate and other contact metrics.

This position will maintain visual contact with current call patterns and adherence trends and provide a “real time” communication of events to all levels of management. He / She will ensure success by supporting management in meeting our common goals in providing positive overall service delivery to our clients.

Job Responsibilities:

A crucial aspect of workforce success will be managing queue performance of the ACD system while stewarding available agents and routing activities to ensure highest performance. Monitoring that all staff are producing at the expected level and abiding by established guidelines including; attendance, lunchtime, breaks, and all other metrics.

You should possess experience in all workforce management and WFM leadership disciplines:

  • Maintain monthly and weekly staffing plan for contact center operations.
  • Ensure the most efficient/timely workforce coverage for call volumes applying queuing theory.
  • Manage and improve QA reporting matrix and communicate weekly areas of weakness and opportunity.
  • Monitor agent performance and adjust skill proficiency w/in ACD system to insure agents work where they have shown highest proficiency.
  • Monitor intraday performance of call volume and staffing levels across multiple accounts and queues to ensure ongoing service performance is maintained.
  • Analyze/interpret data from daily reports and notify leadership team of needs.
  • Drive to achieve benchmarked call metrics (Average Speed of Answer Average Handle Time First Call Resolution…etc).
  • Analyze and report call center and agent performance data/trends and develop forecast models. (short-term & long-term)
  • Identify, alert and partner with leadership teams to provide solutions/remediation tactics during periods of service level challenge.
  • Manage approval process of discretionary activities such as time off, trainings, meetings
  • Maintain attendance records of no shows, call outs, late arrivals and communicate to management.
  • Monitor and post requests for time off and exceptions to scheduled time and maintain calendars of those events.
  • Monitor and prepare timesheets to be sent to payroll.
  • Experience managing groups of 50+ agents
  • Additional duties as assigned.


  • Experience managing groups of 50+ agents
  • 3+ years of call center experience.
  • 2+ years of direct experience monitoring queues in a contact center environment preferred.
  • Strong PC skills with experience with CRM systems and Workforce Management systems is ideal.
  • Skilled in utilizing information technology and telephony to assure optimal call flow, call response, and Call Center staff productivity.
  • Accepting of Direction and Responsibility
  • Excellent interpersonal, customer service and problem-solving skills.
  • Ability to express ideas and communicate effectively, both orally and in writing.
  • Ability to think and operate at both the strategic and operational level. Proactive in identifying areas of improvement and action upon it. Making Accurate Judgments and Decisions
  • Ability to thrive in an ambiguous environment; highly flexible with the ability to execute well independently in a fast-paced, rapidly evolving organization.
  • Strong attention to detail with the ability to anticipate and resolve issues. Strong verbal and written communication skills. Drive, initiative and creativity and solid analytical skills.
  • Strong teamwork and interpersonal skills with ability to gain credibility quickly and the ability to thrive and work effectively at all levels and with customers in a cross-functional organization is a must.
  • Strong attention to detail with the ability to anticipate and resolve issues. Strong verbal and written communication skills. Drive, initiative and creativity and solid analytical skills.

American Health Connection

Why Work Here?

Work in a fast-paced, growing virtual medical call center with great benefits and opportunities.

American Health Connection is a national healthcare call center managing patient access for major hospitals and clinics across the United States. We are a family oriented establishment that promotes sustainability by offering a flexible work environment, a competitive salary, and a generous benefits package.


8484 Wilshire Blvd Beverly Hills CA 90211
Chicago, IL


Posted: 25 days ago