Contact Center Traffic and Scheduling Analyst, Sr. 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, Sr. 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, Sr. 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, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Traffic and Scheduling Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)
Compiles and analyzes statistical data for Managed Care Contract decision making. Works with internal and external customers to interpret contract terms.
>FLSA: Exempt>EEO: 01 Officials and Managers 02 Professionals 03 Technicians 04 Sales Workers X 05 Administrative Support Workers 06 Craft Workers 07 Operatives 08 Laborers and Helpers 09 Service Workers
Develops, writes, and maintains profitability testing for all companies with an assigned insurance code.>Provides financial and utilization data to the Medical Director, Department Directors, and Case Management as requested.>Assists with provision and research of comparative regional and severity-adjusted data via PLM and other sources.>As needed, prepares reimbursement research to the CFO, the Controller, and department heads.>Verifies accuracy of Managed Care payments.>Reviews and works with the CFO on contract language on all renewed and new insurance contracts.
Minimum Education
X bachelor's degree in business with Accounting or Finance concentration X Required
Required Skills
Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful environment and take appropriate action.
Minimum Work Experience
Three (3) years in a related position. Prefer experience in Cost Accounting or as Financial Analyst.
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