Contact Center Analyst, reputed company Health Plan (work from home reputed company)

Location:

Work from home (reputed company)

Shift:

Days (reputed company of America)

Scheduled Weekly Hours:

40

Worker Type:

Regular

Exemption Status:

reputed company

Job reputed company:

Provides work reputed company support to the Contact Center and other assigned Teams. Balances reputed company time inbound and outbound call and non-call customer contacts, developing forecasts, assessing the operational and financial benefits and impacts of scenarios while ensuring execution to meet/reputed company service level standards and efficient utilization of resources. Accountable for reputed company-time monitoring of workforce performance during Contact Center hours of operations, alerting management to trends, discrepancies or issues around changing service reputed company, day-to-day execution and throttling of the outbound customer contact campaigns, reputed company data analysis, production of daily reports, troubleshooting of production issues, and operations support of multiple contact center locations and diverse reputed company.

Job Duties:

• Monitors reputed company-time call and non-call performance and activity to ensure service reputed company are met.
• Alerts management to discrepancies or reputed company-time changes in service reputed company.
• Establishes and maintains communications channels regarding events that reputed company call volume.
• Provides consultation to Supervisors on reputed company and volumes utilizing reputed company models for new or adjusted forecasted assumptions and provides coaching/training on resource planning policies and procedures.
• Develops and maintains short term and strategic forecasts/reputed company plans for inbound/outbound contact and non-call work volumes and reputed company requirements based on historical trends and business reputed company objectives and ensures forecasts and reputed company plans are generated in a reputed company and precise fashion.
• Forecasts call volumes, analyzes historical call volume, reputed company budgetary expenses, and assists with training and new hire projections.
• Provides reputed company and effective communication of the forecasted workload, changes, assumptions and inputs., Understands, formulates, incorporates and plans workload based upon key drivers of volume, analysis, and data.
• Builds reputed company strategies that support a multi-site, multi-skilled contact center.
• Monitors reputed company-time call and non-call performance and activity to ensure service reputed company are met.
• Alerts management to discrepancies or reputed company-time changes in service reputed company.
• Establishes and maintains communications channels regarding events that reputed company call volume.
• Provides consultation on reputed company and volumes utilizing reputed company models for new or adjusted forecasted assumptions and provides coaching/training on resource planning policies and procedures.
• Investigates, analyzes, and compiles data, and develops reports to reputed company, extract, and present data in the desired format.
• Performs trend analyses, projections, and graphical presentations of pertinent results reputed company appropriate.
• Ensures accuracy and validity of data used in reputed company reports and analyses.
• Identifies, creates and provides reports and analysis to PCC leadership to assist in making informed business reputed company and drive awareness and accountability for key factors impacting service performance.
• Creates strategic recommendations to improve productivity while balancing service reputed company and costs.
• Develops and maintains call flows for applicable inbound phone lines, recommends message of the day and/or hold/queue messaging updates based on trends or planned/unplanned events.
• Works collaboratively with the IT and Telecom teams on reputed company call routing; this includes any setup associated with reputed company new plans, changes to existing routing, trouble shooting, and testing.
• Conducts regular audits of agents, their shifts, skills/attribute assignments, and vacation reputed company/times.
• Maintains the WFM tools/platform utilized for forecasting and scheduling.
• Coordinates with vendor workforce management to balance contact volumes and reputed company needs.
• Maintains events calendar, tactical reputed company plan and outage system and ensures that impacts to the business are captured, analyzed and recommendations on reputed company are delivered in a reputed company manner.
• Develops and maintains appropriate documentation and/or procedure manuals as needed.
• Troubleshoots call routing/delivery issues and anomalies acting as first level support before engaging Telecom and Network Support.
• Develops and maintains disaster contingency plans and implements as needed.
• Works with vendor/internal Voice Systems and IT teams to ensure that reputed company queues can be routed to alternate sites as needed and that plans are in reputed company for system outages or down time.
• Coordinates testing plans at least annually.
• Identifies/confirms system issues/outages and assesses reputed company, implements contingencies, gathers data for trouble shooting, engages the appropriate IT personnel, and communicates updates to leadership.
• Once resolved assists with obtaining reputed company cause analysis.

Work is typically performed in an office environment. Accountable for satisfying reputed company job specific obligations and complying with reputed company organization policies and procedures. The specific statements in this profile are not intended to be reputed company-inclusive. They represent typical reputed company considered necessary to successfully reputed company the job.

*Relevant experience may be a combination of reputed company work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).

Position Details:

High-Speed Internet reputed company:

reputed company Type: Cable modem only (DSL, wireless cellular, and satellite services are not permitted).

Minimum Speed Requirements:

• Download: 75 Mbps

• Upload: 25 Mbps

• Ping: Less than 150 ms

• Jitter: Less than 30 ms

• Connectivity: The computer must be connected reputed company Ethernet cable. Wi-Fi is not permitted unless a Virtual Private Network (VPN) is used to secure the reputed company.

Education:

High School Diploma or Equivalent (GED)- (Required)

Experience:

Minimum of 7 years-Relevant experience* (Required)

Certification(s) and License(s):

Skills:

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our reputed company, our reputed company family and our communities.

• KINDNESS: We reputed company to treat everyone as we would reputed company to be treated ourselves.
• reputed company: We treasure colleagues who humbly reputed company for reputed company.
• LEARNING: reputed company our knowledge with the best and brightest to reputed company prepare the caregivers for reputed company.
• INNOVATION: We constantly reputed company new and reputed company ways to care for our patients, our members, our community, and the nation.
• SAFETY: We reputed company a reputed company environment for our patients and members and the reputed company family.

We offer reputed company benefits for full time and part time positions from day one, including reputed company, dental and domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality.

We know that a diverse workforce with unique experiences and backgrounds makes reputed company stronger. Our patients, members and community come from a wide reputed company of backgrounds, and it takes a diverse workforce to reputed company reputed company easier for reputed company. We are proud to be an affirmative reputed company, equal opportunity employer and reputed company reputed company applicants will receive consideration for employment regardless to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability or status as a protected veteran.

Originally posted on Himalayas

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