Contact Center Traffic and Scheduling Analyst analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Being a Contact Center Traffic and Scheduling Analyst ensures customer satisfaction by monitoring, balancing, and redirecting inbound traffic in a timely manner. Collaborates with other teams when overflow occurs, and inbound traffic must be redirected. Additionally, Contact Center Traffic and Scheduling Analyst utilizes call volume reports to coordinate and complete capacity planning within the contact center. Evaluates historical and recent performance and statistics to identify trends. Makes recommendations on how to maintain contact center key performance indicators. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Traffic and Scheduling Analyst occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Contact Center Traffic and Scheduling Analyst typically requires 2-4 years of related experience. (Copyright 2024 Salary.com)
Essential Job Functions
Supports and models behaviors consistent with Billings Clinic’s mission, vision, values, code of business conduct and service expectations.
Meets all mandatory organizational and departmental requirements. Maintains competency in all organizational, departmental and outside agency standards as it relates to the environment, employee, patient safety or job performance.
Promptly and courteously answers CAD telephone calls, coordinating the scheduling of patient appointments in a manner that meets the patients needs.
Offers alternatives when appropriate to accommodate the patient.
Communicates changes in protocols to appropriate personnel.
Minimum Qualifications
Education
High school graduate or equivalent
Experience
One year of office experience related to above tasks, and / or prior experience in a customer service related field preferred;
health care experience is desirable
Employee Benefits
Billings Clinic Employees
Billings Clinic is a best place to work because if its people. The collegial atmosphere, teamwork, pride in care, and numerous opportunities to grow both personally and professionally help keep our amazing employees here caring for patients.
State of the art facilities and advanced technology gives the health care professionals the tools to provide advanced health care in a healing environment.
Employees have the opportunity to make a difference in the lives of each other and our patients, making this a truly meaningful place to work.
The organization also offers employees the opportunity to engage in numerous councils and educational opportunities leading to career growth and involvement in decision making and important initiatives.
Beyond giving great care, employees’ ideas and insights are valued at every level of the organization.
At Billings Clinic, it is important to celebrate milestones and ensure that employees feel valued. Recognitions such as the DAISY or BEE Awards, Years of Service and the employee recognition program give everyone the opportunity to show encouragement toward team members who go the extra mile.
Billings Clinic offers excellent benefits and salaries, education assistance, paid time off, and learning plans for career growth.
The combination of excellent benefits, strength of the organization and meaningful work make Billings Clinic one of the best places to spend a career in health care.
Billings, Montana is a friendly college community located near the magnificent Rocky Mountains with great exciting outdoor recreation just minutes from home.
Billings has great parks, trails, public lands, thriving restaurants, excellent schools, safe neighborhoods, and abundant events and family activities.
Explore some of the Billings Clinic employee benefits
Health
BeWell -An employee wellness program with initiatives and resources around Health, Finance, Personal Growth, and Community.
Programs include free blood screenings, flu shots, biometric screenings, health assessment, incentives such as insurance premium discounts for participation.
Medical -Billings Clinic offers a comprehensive self-insured health plan, including a traditional PPO plan and an HSA plan.
The benefit is available to full or part time employees.
Short Term Disability / Medical Leave -Billings Clinic provides a short term disability medical plan which provides employees with days to use in the event of an extended illness or injury.
Financial
These plans offer employees the opportunity to save for their retirement years with a variety of investment options available.
Tuition reimbursement and / or assistance programs are available for certain positions.
Employee Crisis Fund -Provides limited financial assistance to Billings Clinic employees who need immediate aid.
Growth & Community
Several employee recognition events throughout the year such as the food truck outdoor event, hot cocoa bar event, etc. to promote fun and employee recognition.
Casual Fridays"-ability to wear work appropriate jeans to work (for non-clinical employees)
Last updated : 2024-04-24
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