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)
Stamford Health, a well-established, award-winning Healthcare System with multiple locations in CT has an opportunity for Contact Center Agents.
As a new Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent in order to improve our workforce and support our mission, to that end we offer:
Potential for 1-3 days remote after successful completion of Probationary Period.
JOB SUMMARY:
Under General Supervision, the Contact Center Agent will provide centralized answering services for all calls directed to the specialty practices located within the Medical Office Building (MOB. This position will act as the first “welcome” for the caller on behalf of the MOB physician practices and perform duties such as scheduling appointments and fielding patient inquires, concerns, and requests.
The Contact Center Agent will instill loyalty by anticipating patient needs, displaying genuine interest, and providing accurate and efficient service to all patient and customer callers. As appropriate, the position will elicit patient information and inquiries and follow established protocols to schedule patient appointments for specialized services. He/she will ensure that patient needs are met and promote the optimum Patient Experience. The Contact Center Agent will establish and maintain effective relationships with patients and their families via active listening, empathy, rapport, courtesy, and professionalism.
MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:
QUALIFICATIONS/REQUIREMENTS:
Education and Experience
Competencies and Qualities
*We are committed to building an inclusive workplace that values diversity and inclusion and reflects the diversity of the community and patients we serve.
Job Type: Full-time
Benefits:
Experience level:
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Ability to Relocate:
Work Location: Hybrid remote in Stamford, CT
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