Contact Center Analyst

Job Purpose

The Contact Center Analyst is responsible for ensuring that the contact center meets service levels by monitoring real-time staffing, work mix blending and call queue adjustments, and overall management of workflow traffic across the network.

Duties And Responsibilities

• Compare actual staffing against plan, taking necessary corrective actions—such as adjusting call routing, skill support, and inventory/shift assignments—to improve service levels and overall agent utilization
• Ensure agent adherence to assigned schedules, including breaks and non-productive time
• Track performance indicators such as Average Handling Time, non-productive time limits, and overall productivity, escalating areas needing development or recognition
• Collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels
• Other duties as assigned
• Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
• Understand and comply with Information Security and HIPAA policies and procedures at all times
• Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties
  
  

• Associates degree or equivalent from a 2-year college or technical school required
• Bachelor’s Degree preferred in a quantitative field (engineering, economics, math, and statistics), business or equivalent preferred
• 2+ years’ experience in workflow management in a contact center or risk management environment
• MS Excel skills and experience with Microsoft Suite and Reporting Platforms: VBA, MS Excel, MS Access, SQL and/or MS Access skills required
• Knowledge of contact center metrics and key performance indicators (KPIs)
• Experience with contact center technologies (e.g., ACD, IVR, Kronos, CRM systems) and analytic software and tools
• Proficiency in Microsoft Office Suite, especially Excel
• Strong interpersonal skills, ability to communicate well at all levels of the organization
• Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
• High level of integrity and dependability with a strong sense of urgency and results oriented
• Excellent written and verbal communication skills required
• Gracious and welcoming personality for customer service interaction
  
  

• Must possess a smart-phone or electronic device capable of downloading applications, for multifactor authentication and security purposes.
• Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
• Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
• Work Environment: The noise level in the work environment is usually minimal.