Contact Center Traffic and Scheduling Analyst 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 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 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 occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Contact Center Traffic and Scheduling Analyst typically requires 2-4 years of related experience. (Copyright 2024 Salary.com)
Contact Center Lead Manager (Healthcare)
Compensation:
Company Overview: Quality Guard MSO is a growing healthcare organization dedicated to providing exceptional services with a focus on driving patient encounters and quality care in the urgent care sector. At Quality Guard MSO, our overarching goal is to leverage our provider infrastructure and network, combined with Quality Guard MSO’s Patient Interaction (PI) specialties, to deliver exceptional service to patients in need, ultimately increasing patient encounters through a generally untapped market for urgent care in California.
We are committed to delivering high-quality care and support to individuals who have been affected by personal injuries, ensuring they receive the assistance they need to achieve optimal recovery and well-being.
Position Overview: We are seeking a highly skilled and experienced Contact Center Lead Manager to oversee, build out and manage our call center operations for intake calls. The ideal candidate will have extensive knowledge and experience in managing personal injury intake processes within a call center environment. The Contact Center Lead Manager will be responsible for building out, scheduling and supervising a team of Patient Care Navigators, ensuring efficient handling of patient inquiries, and maintaining high standards of customer service. Additionally, the Contact Center Lead Manager will be tasked with data entry, performance measurement, and process improvement initiatives to enhance team productivity and service quality.
Key Responsibilities:
Qualifications:
Join Our Team: If you are a dynamic leader with a passion for delivering exceptional patient care and driving operational excellence, we invite you to apply for the Contact Center Lead position. Join our team and play a key role in guiding patients through their healthcare journey while ensuring the highest standards of service quality and efficiency.
Job Type: Full-time
Salary: $75,000.00 - $85,000.00 per year
Expected hours: 40 per week
Schedule:
Application Question(s):
Ability to Relocate:
Work Location: Remote with some in person team meetings
Job Type: Full-time
Pay: $75,000.00 - $85,000.00 per year
Benefits:
Schedule:
Application Question(s):
Ability to Relocate:
Work Location: In person
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0 Contact Center Traffic and Scheduling Analyst jobs found in Pomona, CA area