Real Time Analyst

Company :

Job Description :

GENERAL OVERVIEW:

Focuses on the tracking and analysis of call center activity including current state of agents, queues, etc.

ESSENTIAL RESPONSIBILITIES:

• Tracks work load to determine whether the ability to schedule additional offline activities are possible (i.e. call backs, coaching, trainings, focus groups). (20%)
• Completes intraday reporting of all service metrics and tracks attendance. (20%)
• Communicates with operations regarding gaps in intraweek call capacity vs forecast, facilities short-term solutions, implementation of OT, schedule adjustment, optimizations, etc. (20%)
• Manages service levels through coordination with Ops and support resources - may cancel/reschedule planned activities in real time. (20%)
• Monitors and documents unplanned activities for tracking and resolution. (15%)
• Performs other duties as assigned or required. (5%)

QUALIFICATIONS:

Minimum

• Five or more years of progressive call center experience, or three years of call center management experience, or one year of internal call center experience

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

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