Unfortunately, this job posting is expired.
Don't worry, we can still help! Below, please find related information to help you with your job search.
Don't worry, we can still help! Below, please find related information to help you with your job search.
Related keywords
Some similar recruitments
Remote Scheduling Coordinator Jobs
Recruited by Norton & Associates Inc. 9 months ago
Address Maryland, United States
Remote Scheduling Coordinator Jobs
Recruited by Feyer and Associates 9 months ago
Address Annapolis, MD, United States
Scheduling Specialist Jobs
Recruited by Holy Cross Health 9 months ago
Address Silver Spring, MD, United States
Remote Coordinator Jobs
Recruited by To a T Travel 1 year ago
Address Baltimore, MD, United States
Workforce Scheduling Analyst (Remote)
Company | Kaiser Permanente |
Address | Fulton, MD, United States |
Employment type | FULL_TIME |
Salary | |
Category | Hospitals and Health Care |
Expires | 2023-05-18 |
Posted at | 1 year ago |
Description:
Provides operational support and report writing services in a multi-platform environment for the call center. Functions as a member of the Operations Team for the call center. Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Conducts call pattern forecasting and schedule planning activities to help meet business unit objectives. Monitors and/or develops the application of scheduling systems, including policy and procedures, operating structure, and information flow. May recommend operational improvements.
Essential Functions:
Experience
Provides operational support and report writing services in a multi-platform environment for the call center. Functions as a member of the Operations Team for the call center. Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Conducts call pattern forecasting and schedule planning activities to help meet business unit objectives. Monitors and/or develops the application of scheduling systems, including policy and procedures, operating structure, and information flow. May recommend operational improvements.
Essential Functions:
- Provides training to Customer Service Reps./Management on software and statistical data.
- Develops hourly, daily, weekly and monthly historical reports from the automated call distribution and PC based contact management systems. Presents trend reports to management to assist in organizational development.
- Works with outside telecommunications companies/vendors to assist Senior Data Analyst with Adds/Moves Changes as needed.
- Designs and utilizes survey/reports to monitor and assess service center performance.
- Develops and maintains user profiles/I.D.s. for the customer service representatives in the ACD and Contact Management systems (for skill based routing and scheduling purposes).
- Identifies changes in operations, budgets, quality of services or practices. Defines problems/issues; proposes and discusses solutions with appropriate parties. Determines need for automated data analysis and/or research project to assess current systems/procedures and develops new tools for data collection.
- Administrator of the Workforce Management System to forecast and produce schedules and show adherence for Customer Service Representatives for the Call Center.
Experience
- Minimum three (3) years of call center/Health Plan experience.
- Associate's degree in related field, OR two (2) years of experience in a directly related field.
- High School Diploma or General Education Development (GED) required.
- N/A
- Has substantial understanding of the job, and applies knowledge and skills to complete a wide range of tasks.
- Must be able to work in a Labor/Management Partnership environment.
- N/A
-
Systems Analyst - Excel, Xml, Sql, Scripting
By CyberCoders At Salt Lake City, UT, United States 8 months ago
-
(Senior) Finance & Shared Services Manager
By Catholics For Choice At Washington, DC, United States 8 months ago
-
Paralegal - Probate Administration
By CyberCoders At Miami, FL, United States 8 months ago
-
Account Executive - Automotive Software
By ECW Search At United States 8 months ago
-
Construction Project Coordinator Jobs
By CyberCoders At River Falls, WI, United States 8 months ago