Contact Center Analyst, Geisinger Health Plan (work from home Pennsylvania)
Job Summary
Provides work force management support to the Contact Center and other assigned Teams. Balances real time inbound and outbound call and non-call customer contacts, developing forecasts, assessing the operational and financial benefits and impacts of scenarios while ensuring execution to meet/exceed service level standards and efficient utilization of resources. Accountable for real-time monitoring of workforce performance during Contact Center hours of operations, alerting management to trends, discrepancies or issues around changing service levels, day-to-day execution and throttling of the outbound customer contact campaigns, ad hoc data analysis, production of daily reports, troubleshooting of production issues, and operations support of multiple contact center locations and diverse groups.
Job Duties
- Monitors real-time call and non-call performance and activity to ensure service levels are met.
- Alerts management to discrepancies or real-time changes in service levels.
- Establishes and maintains communications channels regarding events that impact call volume.
- Provides consultation to Supervisors on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions and provides coaching/training on resource planning policies and procedures.
- Develops and maintains short term and strategic forecasts/capacity plans for inbound/outbound contact and non-call work volumes and staffing requirements based on historical trends and business growth objectives and ensures forecasts and capacity plans are generated in a timely and precise fashion.
- Forecasts call volumes, analyzes historical call volume, projects budgetary expenses, and assists with training and new hire projections.
- Provides clear and effective communication of the forecasted workload, changes, assumptions and inputs., Understands, formulates, incorporates and plans workload based upon key drivers of volume, analysis, and data.
- Builds staffing strategies that support a multi-site, multi-skilled contact center.
- Monitors real-time call and non-call performance and activity to ensure service levels are met.
- Alerts management to discrepancies or real-time changes in service levels.
- Establishes and maintains communications channels regarding events that impact call volume.
- Provides consultation on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions and provides coaching/training on resource planning policies and procedures.
- Investigates, analyzes, and compiles data, and develops reports to integrate, extract, and present data in the desired format.
- Performs trend analyses, projections, and graphical presentations of pertinent results when appropriate.
- Ensures accuracy and validity of data used in all reports and analyses.
- Identifies, creates and provides reports and analysis to PCC leadership to assist in making informed business decisions and drive awareness and accountability for key factors impacting service performance.
- Creates strategic recommendations to improve productivity while balancing service levels and costs.
- Develops and maintains call flows for applicable inbound phone lines, recommends message of the day and/or hold/queue messaging updates based on trends or planned/unplanned events.
- Works collaboratively with the IT and Telecom teams on all call routing; this includes any setup associated with all new plans, changes to existing routing, trouble shooting, and testing.
- Conducts regular audits of agents, their shifts, skills/attribute assignments, and vacation groups/times.
- Maintains the WFM tools/platform utilized for forecasting and scheduling.
- Coordinates with vendor workforce management to balance contact volumes and staffing needs.
- Maintains events calendar, tactical staffing plan and outage system and ensures that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner.
- Develops and maintains appropriate documentation and/or procedure manuals as needed.
- Troubleshoots call routing/delivery issues and anomalies acting as first level support before engaging Telecom and Network Support.
- Develops and maintains disaster contingency plans and implements as needed.
- Works with vendor/internal Voice Systems and IT teams to ensure that all queues can be routed to alternate sites as needed and that plans are in place for system outages or down time.
- Coordinates testing plans at least annually.
- Identifies/confirms system issues/outages and assesses impact, implements contingencies, gathers data for trouble shooting, engages the appropriate IT personnel, and communicates updates to leadership.
- Once resolved assists with obtaining root cause analysis.
Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).
Position Details
High-Speed Internet Connection:
Connection Type: Cable modem only (DSL, wireless cellular, and satellite services are not permitted).
Minimum Speed Requirements:
Download: 75 Mbps
Upload: 25 Mbps
Ping: Less than 150 ms
Jitter: Less than 30 ms
Connectivity: The computer must be connected via Ethernet cable. Wi-Fi is not permitted unless a Virtual Private Network (VPN) is used to secure the connection.
Education
High School Diploma or Equivalent (GED)- (Required)Experience
Minimum of 7 years-Relevant experience* (Required)About Geisinger
Founded more than 100 years ago by Abigail Geisinger, the system now includes ten hospital campuses, a 550,000-member health plan, two research centers and the Geisinger Commonwealth School of Medicine. With nearly 24,000 employees and more than 1,700 employed physicians, Geisinger boosts its hometown economies in Pennsylvania by billions of dollars annually. Learn more at geisinger.org or connect with us on Facebook, Instagram, LinkedIn and Twitter.
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.
Our Vision & Values
Everything we do is about making better health easier for our patients, our members, our students, our Geisinger family and our communities.
KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.
EXCELLENCE: We treasure colleagues who humbly strive for excellence.
LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.
INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
SAFETY: We provide a safe environment for our patients and members and the Geisinger family.
Our Benefits
We offer healthcare benefits for full time and part time positions from day one, including vision, dental and prescription coverage.
“I’ve been surprised by the community our floor has even though we can all work different days and different shifts. We celebrate successes and life events for employees and patients — that’s what makes it a fun place to work!”
Nurse Assistant
A place where you can lead a healthy lifestyle and follow your dreams.
Only at Geisinger.
Best employer for healthy lifestyles – National Business Group
Access to 121 state parks
