Real-Time Analyst

Real-Time Analyst

Medtronic Cardiac and Vascular
2-5 years
Not Specified

Job Description

Careers That Change Lives
Bring your talents to an industry leader in medical technology and healthcare solutions - we're a market leader and growing every day. You can be proud to sell medical technologies that are rooted in our long history of mission-driven innovation. Our expanding portfolio delivers measurable clinical and economic value - and opens doors. You will be empowered to shape your own career. We support your growth with the training, mentorship, and guidance you need to own your future success. Together, we can transform healthcare.
A Day in the Life
The Real-Time Analyst primarily responsible for real-time queue management within the contact center. Works with the WFM Manager and contact center management to optimize agent staffing and apply the appropriate resources to handle the workload within the intended service levels. Requires interaction with contact center management and contact center associates. Supports in the day-to-day operations for serving customers with Diabetes.
You will be responsible in ensuring stringent queue monitoring and updating management on any deviations. You must be able to analyze, monitors and balances real-time staffing levels vis--vis call volumes, busy lines &/or production issues.
This position requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships partnering with the leadership team and other internal key stakeholders.
Position Responsibilities:
  • Ensure service level goals are met across all queues.
  • Track call queues real-time and at all 15-minute intervals.
  • Set alerts to monitor agent call-time threshold guidelines and notify agents outside of target talk and after call work thresholds.
  • Work closely with the WFM Manager and contact center management to enforce schedule adherence and call time threshold guidelines.
  • Coordinate with the WFM Manager and contact center management to optimize net staffing with overtime and flexible scheduling.
  • Make real-time staffing recommendations regarding gap or surplus capacity, shift adjustments and/or event adjustments.
  • Attend weekly and daily staffing review meetings to report previous and current week's performance, forecasted performance, and identified risks to meeting service level goals.
  • Take Inbound calls from agent absenteeism phone line and update schedules
  • Notify supervisors of call outs
  • Generate trend reporting on scheduled PTO, unscheduled PTO, FMLA
  • Identify trends on call outs
  • Investigate any deviations and enter exceptions real time in the workforce management tool that is applicable
  • Ensure contact flow and systems are operating properly throughout the day, escalate outages following established procedures
  • Coordinate offline activities such as team meetings, coaching, verbalization, calibration &/or triad to minimize line &/or service level impacts

Must Have: Minimum Requirements
  • Bachelor's degree required
  • Minimum of 2 years of relevant experience, or advanced degree with 0 years of experience

Nice to Have:
  • Able to work a set schedule which often includes working in the night shift and weekends, amenable to shifting schedule with reasonable lead time
  • Excellent computer navigation skills (move between multiple windows and programs)
  • MS Office Advanced Proficiency
  • Excellent verbal and written communication skills.
  • Existing High-Speed Internet access at Home (Ethernet, No Wireless, at least 25 MBPS internet speed) While performing the duties of this job, the employee is regularly required to be independently mobile.
  • Must be able to travel independently to various Medtronic buildings/sites.
  • Some out of hours work will be required
  • Role is based in Bonifacio Global City, Taguig, Metro Manila, Philippines

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be. We can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let's work together to address universal healthcare needs and improve patients' lives. Help us shape the future. Physical Job Requirements The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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