Work hours (ex. 9am-5pm day/night shifts rotating shifts etc)?
a. 8:00 AM to 4:30 PM, Monday through Friday
11. What are the top 5-10 responsibilities for this position (please be detailed as to what the candidate is expected to do or complete on a daily basis)?
a. Prepare daily, weekly, monthly, and annual contact center reports in Excel and other tools for delivery to our client. b. Become a subject matter expert on the contact center data using NICE InContact CXone for the purposes of creating new report and/or adhoc reports. c. Support the Account Executive and the operations team by analyzing data and troubleshooting processes using data to understand opportunities for improvements and to measure outcomes of changes to processes. d. Listen to recording calls to identify opportunities for improvement both with internal processes and for improved patient experiences. e. Assist the operations team with finding the appropriate reports to meet their needs and to answer questions. f. Collaborate with the contact center workforce management team to assist them with report development and researching opportunities for improvement through use of data. g. Document the contact center reports and data for the purposes of business continuity and the training of new team members. h. Work with the quality assurance and training teams to help identify top errors and make recommendations on how to measure training and quality assurance efforts to ensure they are successful. i. Assist the team with creating staffing models based on historical data for new projects or lines of business.
12. What skills/attributes are required (please be detailed as to number of years of experience for each skill)?
a. A strong background and experience with Microsoft Excel as an intermediate to expert user (minimum 5 years) b. Previous experience in contact center leadership or analytics roles such as a Contact Center Analyst, Contact Center Manager, Contact Center Reporting Specialist, Contact Center Workforce Management, Member/Patient Experience Manager, or other contact center leadership or analytics role (minimum 5 years / 10 years preferred). c. Ability to work independently and analyze data (2 years) d. A strong attention to detail and patience to check your own work for accuracy e. Previous experience working with contact center data and reporting (minimum 5 years) f. A strong understanding of contact center mathematical concepts such as Utilization, Shrinkage, Occupancy, Percentages, Statistically Valid Samples, etc. (minimum 5 years)
13. What skills/attributes are preferred (what will set a candidate apart)?
a. The ability to effectively communicate statistics into written or verbal explanations. b. The ability to take work independently and see data analysis projects through to completion. c. Previous experience working to improve customer experience in a contact center environment.
...Director of Finance Seattle, WA We are seeking a proven finance executive who thrives in fast-moving, growth-oriented companies. This individual will serve as a key business partner to senior leadership and the Board, guiding the organization through its next phase...
...0 - $100,000 at plan per year Responsibilities: Serve as the primary point of contact for all broker-specific questions from agents. Oversee and maintain compliance with brokerage, state, and regulatory requirements. Monitor and review contracts, files, and...
Resurrection Medical Center is currently hiring for a Mammographer, new grads welcome! Requirements Licensure and/or fluoroscopy permit as required by State. (ARRT (M)) Current BCLS (AHA) certification. Comprehensive Knowledge of Federal, State and Local regulatory...
...We are seeking a skilled and motivated Licensed Practical Nurse (LPN) / Licensed Vocational Nurse (LVN) to join our oral surgery team. The ideal candidate is enthusiastic, adaptable, and able to thrive in a fast-paced environment while providing top-notch patient care...
...Seeking a bilingual (Spanish/English) customer service specialist. Schedule: REQUIRED HOURS are Monday through Friday, 9:00am - 6:00pm, PST , one hour lunch Training hours 8am-5pm, Monday through Friday for 1-2 weeks. During open enrollment, from November...