Summary

Summary The Real Time Analyst plays an essential role within the PSC contact center operations, focusing on monitoring and analyzing real-time contact volumes and staffing levels to ensure customer service targets are consistently met. This position involves a keen eye for detail and a strong ability to interpret data to make informed decisions.
The Real Time Analyst will be a member of the PSC Workforce Management (WFM) group who will manage the daily operational needs of WFM as the group manages and optimizes multi-site patient support center service levels, productivity, adherence, and scheduling. The role is responsible for supporting WFM in meeting performance goals, and project timelines.
By adjusting resources to match incoming contact patterns, the Real Time Analyst helps maintain service level agreements (SLAs) and improve patient satisfaction. Their work supports the seamless operation of the PSC contact center, ensuring that the right number of agents are available at the right times to address patient needs efficiently. Through their efforts, the Real Time Analyst contributes to the overall effectiveness and efficiency of the patient service team, making them an integral part of the operations.