Millennium Physicians Group (MPG) is hiring a Real Time Analyst

Millennium Healthcare Management Serv LLC (Mosaic Health) is looking for a Real Time Analyst (Contact Center Planning & Monitoring Analyst) to ensure the smooth and efficient operation of our call center. This role is pivotal in monitoring real-time agent activity and implementing strategies to maximize performance in a dynamic healthcare environment.

What You'll Do

• Continuously monitor and analyze agent activity to ensure proper adherence to schedules and service level agreements (SLAs).
• Monitor call center systems for any outages or issues impacting operations and take appropriate action to resolve or escalate.
• Notify supervisors and management of potential performance-impacting issues, including low staffing levels or system problems.
• Manage and update real-time agent breaks, lunches, and off-phone activities to maintain proper staffing levels.
• Adjust schedules as necessary to optimize staffing based on current call volume and operational needs.
• Update and distribute intraday interval reports detailing performance metrics like agent adherence, call volume, and service levels.
• Provide real-time updates and performance analysis to management to assist in decision-making.
• Oversee the Voluntary Time Off (VTO) process, ensuring requests are processed efficiently and aligned with operational needs.
• Act as a liaison between agents, supervisors, and management to ensure accurate communication of schedule changes or escalations.
• Collaborate with leadership to proactively identify opportunities to improve real-time performance and staffing efficiency.
• Monitor operational trends and provide feedback on opportunities to optimize call center processes.
• Assist in the development and implementation of best practices and process improvements.
• Demonstrate excellent guest service to internal team members and patients.

What We're Looking For

• A bachelor’s degree in business administration, communications, or a related field.
• 2+ years of experience in a call center environment, preferably in a real-time monitoring or workforce management role.
• A strong understanding of call center operations, performance metrics, and scheduling processes.
• Strong analytical skills and keen attention to detail.
• Advanced skills in call center software, scheduling tools, and the Microsoft Office Suite (including Excel, Word, Outlook, and Teams).
• Demonstrated ability to manage multiple tasks simultaneously and prioritize effectively in a dynamic, fast-paced environment.
• Excellent communication and interpersonal skills, with a proven ability to collaborate effectively across various teams.
• A strong aptitude for problem-solving.
• Flexibility to handle unforeseen situations and a willingness to adapt to changing circumstances.
• Open to working flexible hours, including evenings, weekends, and holidays, as required.
• A capacity to work effectively under pressure while maintaining a positive and professional demeanor.
• Ability to work independently in a fast-paced, cross-functional environment.

Nice to Have

• Previous experience in a healthcare setting is highly valued and enhances our team’s effectiveness.

Technical Stack

• Call center software
• Scheduling tools
• Microsoft Office Suite (Excel, Word, Outlook, Teams)

Work Mode

This position requires onsite work.

We are looking for dedicated individuals who are eager to contribute to our team and provide exceptional support to our clients in a rewarding healthcare environment.