Call Center Data Analyst

Contact Center Vendor Management professional needed

Job Type: Possible Temp-to-Hire
Location: Atlanta, Georgia
Pay Rate: $31.25 - $33.65/hour
Schedule: Monday-Friday, 40 hours/week (3 days in-office, 2 days remote)
Parking: Parking is $10 per day, payable by card only. You can purchase a parking pass for $40 per month. You can also take MARTA to the GA State Station.

About the Role:

As a Contact Center Specialist, you will play a crucial role in managing the day-to-day operations of our contact center. You will be responsible for overseeing vendor relationships, analyzing member experiences, and ensuring efficient resolution of escalated issues. The hiring team is looking for someone who speaks "Contact Center Management" and has managed an external vendor who provided contact center services.

In summary, you will be managing a vendor whose contact center will answer calls regarding healthcare. This is not a typical data analyst job, a specific skill set is needed. Also, you must live in the Atlanta, GA area as this is a hybrid job.

The hiring manager is looking for these details in your resume. Please be sure it is included for your resume to be considered. Detail your vendor management KPI and SLA experience. Also detail your experience managing a contact center vendor. The hiring manager will not consider your resume if this experience is not detailed. -

• Contact center/vendor relationship management experience. How many employees did you manage? What was your role in the vendor management process?
• Performance monitoring, understanding/analyzing KPIs along with other contact center reports. What was your role in creating and managing KPIs and performance management?
• KPI management
• Understanding of SLAs. How have you managed SLAs with vendors?
• Your role in managing escalated calls or issues.

Key Responsibilities:

• Manage the overall operations of the contact center, including vendor relationships and escalated issue resolution.
• Coordinate with various departments to resolve complex issues and ensure compliance with policies and procedures.
• Analyze contact center metrics to identify trends and opportunities for improvement.
• Support training and development initiatives to enhance agent performance.
• Participate in projects related to contact center performance and process optimization.

Qualifications:

• Experience working in a contact center environment, preferably in healthcare.
• In-depth knowledge of healthcare compliance standards.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite.

#LP1

Job Types: Full-time, Contract

Pay: $31.25 - $33.65 per hour

Expected hours: No more than 40 per week

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• This is a hybrid job, 2 days remote, 3 in office. Can you commit to this hybrid schedule?
• The pay rate for this temporary job is $31.25 - $33.65 per hour. Is this within your pay range?
• Do you have experience creating and managing KPIs and SLAs for vendor contact centers? Please be sure that this is detailed in your resume.
• This job is managing a contact center vendor. It is a requirement. Do you have this experience?

Experience:

• Healthcare call center: 4 years (Required)
• KPI management: 4 years (Required)
• Call center management: 3 years (Required)
• Vendor management: 3 years (Required)

Ability to Commute:

• Atlanta, GA (Required)

Work Location: In person

Salary : $31 - $34