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SalaryStarted in 2016, FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered. We bring dignity and support to patients needing care in their homes and to the caregivers who care for them. We're the largest consumer-directed home care agency in NY state and are continually expanding our areas of focus including operations in other states and tech-based innovations.
We pride ourselves on our values which drive the level of care that we deliver to our patients:
- Here For You (An attitude of service, empathy, and availability)
- Own It (Drive and ownership)
- Do the Right Thing (High integrity)
- Be Positive (Great attitude and a can-do positive approach to challenges)
Join our team and make a positive impact on the lives of others! We are looking for a Real Time Analyst (RTA)for our Workforce Management team.
This is a remote position, with opportunities to work in the Long Island, NY office or the nearest FreedomCare hub closest to you.
Department & Position Overview:
The Real Time Analyst is responsible for monitoring service levels across telephony and digital platforms, identifying risks to operational performance, and executing business processes to mitigate risks to service and our patient and caregiver experience. The successful candidate will be (or rapidly become) proficient in Salesforce, our CRM, and Talk Desk, our telephony platform. This position requires the ability to make decisions independently, and the ability to communicate with all levels of the organization, from entry level to senior management, in writing and verbally, aligned with our culture. The workload is very time sensitive and detail oriented and central to the delivery of Freedom Care's services to our Patients and Caregivers.
Every Day You Will:
- Monitor real-time staffing, demand, and key performance metrics (i.e., ASA, Abandons, AHT) and proactively identify and communicate points of exposure
- Manage the call volume, daily attendance, and break schedules
- Monitor work queues and service levels
- Update schedules and status codes in Verint, our WFM software
- Generate ideas for process and service improvement planning
- Produce daily, biweekly, and monthly internal reports
- Assist with projects and other duties as requested or assigned
Ideal Candidate Will Possess:
- Detail-oriented, inquisitive, enjoys problem-solving, flexible, and adaptable to a changing and evolving environment
- Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email
- VBA macros an asset
- Experience with Talkdesk, Verint, Salesforce, Tableau an asset
- Ability to create reports in Excel
- Attention to detail and high level of accuracy
- Ability to multi-task, focus, and complete reports for extended periods of time
- Previous call center experience required
- Previous Work Force Management experience is required
- Flexible team player with a positive attitude
- Must have good time management with the ability to work with minimal supervision and under tight timelines
- Capable of managing multiple, simultaneous projects
- Must be friendly and professional with a positive attitude
- Organized with the ability to adapt quickly and effectively to change
- Excellent attendance record
- Able to communicate professionally - oral and written
- Problem solving skills
Why work at FreedomCare?
We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.
This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!
At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.
#INDLV
At FreedomCare, base pay is one part of our total compensation package and is determined within a range. This provides our employees with the opportunity to professionally grow and develop within a role. The base pay range for this role is between $20.00 and $27.00 an hour at the commencement of your first year of employment. Compensation decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications.
Salary Range
