Company Statement
EmblemHealth is one of the nation’s largest not for profit health insurers, serving members across New York’s diverse communities with a full range of commercial and government-sponsored health plans for employers, individuals, and families. With a commitment to value-based care, EmblemHealth partners with top hospitals and doctors, including its own AdvantageCare Physicians, to deliver quality, affordable, convenient care. At over a dozen EmblemHealth Neighborhood Care locations, members and non-members alike have access to community-based health and wellness guidance and resources. For more information, visit emblemhealth.com.
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Senior Real Time Adherence Analyst
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- EmblemHealth
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- Jan 09, 2026 Post Date
Summary of Job
Maximize agent productivity by providing issue resolution to the individual agent; coordinate with training and HR team for onboarding and offboarding activities. Responsible for the intra-day timeline reporting to the Call Center Management; work closely with the team to analyze and improve the performance. Provide advanced level of RTA support. Partner with department management throughout the enterprise to ensure the appropriate number of Call Center resources at the right time and the right place to maximize the best-in-class customer service experience.
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.
Qualifications
- 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
- Help desk experience (Preferred)
- Call Center Supervisory / Management experience (Preferred)
- 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)
Pay Disclosure
A good faith estimate of the compensation range for individuals hired to work for the EmblemHealth Family of Companies is provided. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, internal peer equity, and market and business considerations. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. It is not typical for an individual to be hired at or near the top of the range, as compensation decisions depend on each case’s facts and circumstances. Union roles covered by a collective bargaining agreement will compensate in accordance with the union contract.
EEOC Statement
We value the diverse backgrounds, perspectives, and experiences of our workforce. As an equal opportunity employer, we consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, age, creed, citizenship, gender identity, pregnancy, marital status, national origin, disability, veteran status, or any other protected characteristic protected by law.
Sponsorship Statement
Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, Emblemhealth may provide work visa sponsorship for certain positions.