What are the responsibilities and job description for the Sr Contact Mgmt Ctr Analyst position at Health Care Service Corporation?
At HCSC, we consider our employees the cornerstone of our business and the foundation to our success. We enable employees to craft their career with curated development plans that set their learning path to a rewarding and fulfilling career.
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Job SummaryThis Position Is Responsible For Serving As A Liaison Between Contact Center Customers And The Contact Management Center (Cmc). Serving As A Subject Matter Expert On Cmc Available Technologies, Services And Processes. Collecting Customer Business Requirements. Coordinating New Customer Implementation Activities. Monitoring Customer Satisfaction, Quality And Performance. The Direction Of These Efforts Is To Optimize And Support Improved Contact Center Performance.JOB REQUIREMENTS:
- Bachelor Degree and 1 year experience in customer service or telecommunications with exposure to Contact Center operational processes OR 5 years experience in customer service or telecommunications with exposure to Contact Center operational processes.
- Project management experience.
- Experience in a position requiring a high degree of self-direction, initiative, sound decision-making and good organizational skills
- PC proficiency to include Word, Excel, PowerPoint and Lotus Notes.
- Analytical and problem solving skills.
- Clear and concise verbal and written communication skills.
- Organizational skills to provide training and consulting services
Preferred Requirements:
- Microsoft office, word, excel, power point
- Sharepoint experience
- Sql experience
- Supervisory and/or Workforce Management experience
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HCSC Employment Statement:HCSC is committed to diversity in the workplace and to providing equal opportunity and affirmative action to employees and applicants. We are an Equal Opportunity Employment / Affirmative Action employer dedicated to workforce diversity and a drug-free and smoke-free workplace. Drug screening and background investigation are required, as allowed by law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
