EmblemHealth · 11 hours ago
Senior Real Time Adherence Analyst
New York, NY
Full-time
Onsite
Mid, Senior Level
$56K/yr - $99K/yr
3+ years expEmblemHealth is seeking a Senior Real Time Adherence Analyst to maximize agent productivity and ensure optimal resource allocation in their Call Center. The role involves coordinating with training and HR, reporting on intra-day timelines, and providing advanced RTA support to enhance performance and customer service experience.
InsuranceNon ProfitWellness
Responsibilities
Support Manager, Workforce Engagement to identify schedule gap, out of adherence activities, provide approval of PTO, and support over Intra-day resources allocation decisions
Adjust intraday forecasts derived from attendance report, business drivers to determine required staffing levels by projecting call volumes, call duration and required staffing levels using current trends and historical data
Support real time queue monitoring for the Emblem, CCI, and ACPNY line of business, etc. Perform agent / agent group skill adjustment when necessary
Produce attendance, intra-day reporting including the End of Day and Agent Out of Adherence reporting. Incorporate vendor’s data to create additional insights
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
Support Performance Management – Site level Dashboard, Agent Scorecard creation, and new initiatives
Monitor / coordinate regular morning team huddles, Supervisor 1 on 1 meetings
Provide / assist Supervisor teams on the site level communications to the agent / Supervisor teams
Manage and track the issue resolution, escalate system level outage and provide quick resolutions to the operations
Collaborate with training team and / or HR to provide a better onboarding experience. Track offboarding activities
Qualification
Required
Bachelor's Degree in Business Management or related
3 – 5+ years' Call Center experience in workforce management function (Required)
1+ year experience working with Verint, Genesys WFO or another workforce management systems (Required)
1+ year experience with ACD / IVR Reporting (Required)
Additional experience/specialized training may be considered in lieu of educational requirements (Required)
Ability to create reports in Excel using formulas - vlookup, count, sum, etc., graphs, and other tools (Required)
Proficient with MSOffice - Word, Excel, Access, PowerPoint, Outlook, SharePoint with advanced Excel skills (Required)
Ability to effectively organize and manage multiple task/projects with conflicting priority levels and deadlines (Required)
Ability to perform research and utilize technical/statistical/policy & procedure knowledge to identify and solve problems (Required)
Ability to work successfully in a team environment, while maintaining strong individual performance (Required)
Excellent customer service skills, with a commitment to seeing tasks through to completion (Required)
Preferred
Help desk experience (Preferred)
Call Center Supervisory / Management experience (Preferred)
Company
EmblemHealth
EmblemHealth is an insurance and wellness company that offers health benefits to consumers, employers, and government purchasers.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
M
Michael Collins
Vice President CRM Applications
Recent News
2025-12-10
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2025-12-06
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