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A Place For Mom Real Time Analyst in Overland Park, Kansas


A career with A Place for Mom (APFM) is an opportunity for you to join a rapidly expanding company committed to making a difference for seniors and their families. A Place for Mom is an online platform connecting families searching for senior care services with a team of experienced advisors providing insight-driven and personalized solutions. Our mission, as the leader in senior care advisory, is to be a trusted destination for families and our community customers. We are a quickly growing organization with over 500 advisors connecting more than 300,000 families every year to one of our community customers.

Living by our values and working to achieve excellence on behalf of our customers is integral to success at A Place for Mom. Employees who thrive at A Place for Mom live our values every day and are an important part of our hiring practices:

  • Focus on Excellence

  • Act with Integrity & Assume Positive Intent

  • Drive Outcomes Every Day with Passion and A Sense of Mission

  • Make the Lives of our Families and Customers Better, Easier and More Successful

  • Realize the Full Potential in Each Team Member. Work as a Single Supportive Team

We are seeking a Real Time Analyst to support our Contact Center.The Real Time Analyst is focused on creating and interpreting reports, providing ad hoc analyses for the leadership team, managing databases, and administering workforce management systems. This role is a key part of the Sales Organization, being responsible for ensuring that the first point of contact for our customers is continuously operational.

This role is ideal for someone who has strong organizational skills, is able to prioritize workload and perform multiple tasks with attention to detail. In this role, the Resource Planning Reporting Analyst will have theopportunity to play a role in developing the Workforce Management function and driving rapid growth at A Place for Mom.


Key responsibilities

  • Query data and manage daily reports on network hours and metrics

  • Provide forecasting information on expected workloads and network capacity

  • Interpret and present data to the Workforce Management leadership team as well as the Contact Center leadership

  • Maintain accuracy of network rosters and databases

  • Collaborate with Resource Planning, Quality Assurance, and Support teams on project implementation

  • Create custom report for vendors to manage to business needs within databases as needed

  • Ensure that all reports originating from the department are accurate and reliable

  • Help with the integration and implementation of new call center technologies

  • Maintain project goals on a daily and monthly basis

  • Collaborate with Forecast Analyst to develop monthly interval hours forecasts for our vendors that meets business and budgetary goals

  • Maintain short- and long-term capacity plan for budgetary and business scenarios for the Finance and Leadership teams

  • Generate and communicate off phone activity reports, performance measures and call statistics to appropriate members of management

  • Other duties as assigned


Experience requirements

  • Bachelor’s degree

  • At least 2 years’ experience managing time sensitive, detail oriented, daily, weekly or monthly deliverables

  • Advanced Excel skills

  • Strong organizational skills, ability to prioritize workload, and perform multiple tasks with excellent attention to detail


Job Location(s) US-KS-Overland Park

Job ID 2021-5779

# of Openings 1

Category Hidden (37928)