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)
The scheduling center associate serves as the first point of contact between a patient and our clinic. This team member provides excellent customer service and fosters parent comfort and trust. They are the first impression of Black Hills Pediatric Dentistry, and will exemplify our values at all times. We are child-focused and possess a will-do attitude. This person delivers a kind, compassionate, efficient experience to every caller and ensures that appointments are scheduled following company protocol/procedure. This team member reports directly to the Lead or Administrator if the lead is unavailable.
PRIMARY RESPONSIBILITIES/DUTIES
· Provide exemplary customer service for every incoming and outgoing phone call.
· Ensure accurate scheduling of all patients using best outcome decision making.
· Work diligently to fill the schedule using all means available.
· Complete all required tasks by the end of each day.
· Collaborate with other departments to provide the best patient experience.
· Exercise utmost discretion, diplomacy, and tact with patient/staff interactions
· Maintain strict confidentiality and adherence to privacy policies
· Collect and accurately process patient/parent personal data and insurance information
· Process incoming and outgoing mail/emails/faxes
· Assist with administrative and general office duties as assigned
· Ability to start, stop and start duties multiple times a day at quick pace, and still get all jobs completed by the end of the day.
· Flexibility and willingness to handle a variety of tasks
· Fluent in Spanish is a plus
Job Type: Full-time
Benefits:
Schedule:
Work Location: In person
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