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)
POSITION SUMMARY:
Schedules appointments efficiency and optimal customer service in a fast-paced and challenging environment. Schedules testing with physicians, physician office personnel and hospital departments using detailed knowledge of all testing sequences. Participates in continuous quality improvement activities and educational experiences in support of departmental philosophy and objectives, as well as Health System Incentives.
EDUCATION/TRAINING:
Associates Degree preferred with an emphasis on healthcare. At least 2 years of Customer Service experience required, preferably in a healthcare setting or with medical claims insurance. Knowledge of medical terminology and anatomy/physiology preferred.
EXPERIENCE/SKILLS/ABILITIES:
Must be detail oriented and well organized. Requires ability to multitask in a high call volume, very technical and diverse environment. Position requires strong analytical and critical thinking skills. Effective communication & listening skills required. Excellent interpersonal and customer service skills with ability to interact with all levels of staff, patients, and diverse population required. Knowledge of medical terminology, basic anatomy preferred. Ability to type 30 wpm required. Previous computer experience required.
Successful completion of annual job specific competencies and skill verification tools required.
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