Real-Time Traffic Analyst

Real-Time Traffic Analyst

Full TimeProfessional

Orlando, FL, Maitland, FL, US

• Alegeus is a fast growing innovator in the healthcare consumer empowerment market.   Alegeus is the leading provider of tax advantaged benefit administrative systems and related payment solutions used by financial institutions, health plans and third party administrators to help employers, employees and consumers better utilize their healthcare dollars,   Alegeus’ key to delivering the best product, excellent service and dramatic growth is inviting outstanding people to join our amazing team of engaged, compassionate, and motivated professionals.

  Major Responsibilities:

  • Performs real-time performance related monitoring to help business areas ensure adequate staffing and make recommendations on daily basis about adjusting staff schedules to support target performance.
  • Advises of optimal ad hoc meeting and training times
  • Monitors multi-channel, multi-site, operations to ensure optimal staffing levels.
  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
  • Administers call center action plans as deemed necessary and appropriate.
  • Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
  • Facilitates productive real-time discussions with internal and external customers.
  • Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
  • Keys exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
  • Ensures that all reports originating from the department are accurate and reliable.
  • Helps with the integration and implementation of new call center technologies and clients.
  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

  Knowledge and Skills:

  • Intermediate knowledge of multi-site call center management and all related calculations
  • Intermediate knowledge of various forecasting / scheduling software
  • Intermediate knowledge of forecasting, scheduling methodologies
  • Strong organizational skills
  • Capable of managing through ambiguity
  • Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
  • Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
  • Ability to work independently with minimal supervision.
  • Capability of problem solving

  Education and Experience:

  • Some college desired with mathematical or statistical course work
  • Minimum of one (1) year of WFM experience in a multi-channel call center environment
  • Minimum of one (1) year of experience in call center trend analysis
  • Spreadsheets with intermediate formula application and database software (e.g. Excel and Access) experience required
  • Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software
  • Experience utilizing a major ACD system