Real-Time Analyst

#CA-SS

The Real-Time Analyst monitors and analyzes contact center performance, including call volume trends, issue patterns, and key metrics, to deliver real-time insights, forecasts, and recommendations that support efficient operations. This role is responsible for adjusting staffing and resource allocation to maintain service levels while minimizing costs, as well as providing reports and actionable insights to leadership for both tactical and strategic planning. The analyst also maintains and supports SharePoint, ensuring documentation, dashboards, and team resources are accurate and up to date. Success in this role requires a strong understanding of workforce management (WFM) principles, proficiency with WFM tools, and excellent analytical, communication, and computer skills.

Apply By Date June 11, 2026 at 11:59PM

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position

• Associates degree in related area and / or equivalent experience / training.
• 3-5 years professional work experience in either higher education or data management systems.
• Experience with WFM platforms such as Calabrio, NICE, Genesis, AWS and Aspect.
• Demonstrated ability to work with others from diverse backgrounds.
• Intermediate knowledge of related areas of IT.
• Self-motivated and works independently and as part of a team. Able to learn effectively and meet deadlines. Demonstrates problem-solving skills.
• General knowledge of business and process analysis functions.
• Knowledge relating to software design.
• Demonstrated testing and test planning skills.
• Skills associated with analysis of processes and issues of moderate scope, information flow and architecture.
• Demonstrated effective communication and interpersonal skills.
• Interpersonal and communications skills to work with both technical and non-technical personnel at various levels in the organization.
• Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization.
• Strong analytical and interpretive skills.
• Communicate to impacted businesses on actions taken and current status.
• Monitor intra-day scheduling forecast compared to actual volumes and make adjustments throughout the day, as required.
• Receive, review, and make decision for same day, unplanned, off-phone requests.
• Proactively communicate and follow up with site operations to execute all planned and real-time activities.
• Communicate effectively with the business about its needs with personnel at all levels.
• Serve as a resource for answering questions about the daily operations of the call center.
• Monitor and track traffic and trunks across the organization on a real-time basis, including in-sourced and outsourced Contact Centers
• Recognize and initiate escalation for all system difficulties or outages, including switch, routing systems, computer systems, customized department systems, and all applicable supported applications.
• Monitor world events for crisis situations that may impact the business, gather information on these events, run impact reports, and create communications to inform the business of these events.
• Create, manage, and distribute normal daily and ad hoc reports to business.
• Ability to multi-task and meet deadlines.
• Be willing to collaborate with others.
• Exhibits excellent customer service skills and behaviors toward internal and external customers and co-workers. Promotes public relations with patients.
• Supports and participates with all required compliance standards that may be departmentally specific and/or identified by the organizations including in-service training, acceptable attendance, uniform, and dress code.
• Adheres to HIPAA requirements and maintains confidentiality of all data, including patient, employee, and operations information.
• Supports, cooperates with and demonstrates safe work practices and attitudes, follows safety rules - including universal precautions - reports and prevents/corrects unsafe conditions and behaviors, and participates in organizational and departmental safety programs.
• Completes all required compliance standards that may be department specific and/or identified by the organization.

Preferred Qualifications

• Bachelor's degree from an accredited institution required and/ or equivalent experience/training.

Key Responsibilities

• 25% - Workforce Management & Forecasting
• 25% - Reporting, Information & Data Integrity
• 25% - Staff Planning
• 25% - System Support

Department Overview

Under the direction of Patient Contact Center administration and as part of the Service & Support team, the incumbent supports the day-to-day operations of the Patient Contact Center by providing support to the Medical Office Service Coordinators in timely handling service issues and complaints. Works closely with clinic and Patient Contact Center management teams to ensure prompt resolution of all issues, and to identify opportunities for efficiency in level of service provided.

Monitor and analyze real-time contact center performance (call volume, trends, and patterns) to ensure service levels are met. Adjust staffing and resource allocation to optimize efficiency and control costs. Provide data-driven insights, reports, and recommendations to support operational and strategic planning. Collaborate with leadership and workforce management teams on forecasting and scheduling improvements. Support operational tools and maintain/update SharePoint resources to ensure accurate, accessible information across the contact center.

POSITION INFORMATION

• Salary or Pay Range: $33.33 - $59.48
• Salary Frequency: Hourly
• Salary Grade: Grade 21
• UC Job Title: BUS SYS ANL 2
• UC Job Code: 007583
• Number of Positions: 1
• Appointment Type: Staff: Career
• Percentage of Time: 100%
• Shift (Work Schedule): Monday-Friday: 8:00 AM to 5:00 PM PST
• Location: Patient Contact Center (HSP166) - Rancho Cordova, CA
• Union Representation: 99 - Non-Represented (PPSM)
• Benefits Eligible: Yes
• This position is hybrid (mix of on-site and remote work)

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

• High quality and low-cost medical plans to choose from to fit your family's needs
• UC pays for Dental and Vision insurance premiums for you and your family
• Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
• Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Access to free professional development courses and learning opportunities for personal and professional growth
• WorkLife and Wellness programs and resources
• On-site Employee Assistance Program including access to free mental health services
• Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
• Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
• Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here

Physical Demands

• Standing - Frequent 3 to 6 Hours
• Walking - Frequent 3 to 6 Hours
• Sitting - Frequent 3 to 6 Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Bending/Stooping - Occasional Up to 3 Hours
• Squatting/Kneeling - Occasional Up to 3 Hours
• Twisting - Occasional Up to 3 Hours
• Climbing (e.g., stairs or ladders) - Occasional Up to 3 Hours
• Reaching overhead - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Occasional Up to 3 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving/reasoning - Frequent 3 to 6 Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Frequent 3 to 6 Hours
• Numerical skills - Frequent 3 to 6 Hours
• Constant Interaction - Frequent 3 to 6 Hours
• Customer/Patient Contact - Frequent 3 to 6 Hours
• Multiple Concurrent Tasks - Frequent 3 to 6 Hours

Work Environment

• UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.
• Must provide own transportation to off-side events and meetings.
• Work an occasional flexible schedule.
• Work occasional overtime including evenings, nights, and weekends.
• May be required to work in a busy, open, and/or shared office environment with multiple and constant interruptions, traffic, and noise from computers, printers, ringing telephones, and conversations.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
• This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

A Culture of Opportunity and Belonging

At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.

As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

To view the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere

To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks