Call Center Systems Analyst II
Overview:
Provide advisory and technical services to all of the health-plan’s contact center organizations (Member Services, Health Services, Claims, PR, and Admin) in the areas of operations, system enhancement & configuration, report generation, knowledge management, and training.Conduct business and technical requirements analysis, testing, and execution in support of the development of PHC’s contact center systems enhancements and reports. Develop and maintain an understanding of PHC’s contact center systems and reporting tools as an administrator and a user.
Develop and deliver custom daily, weekly, monthly, quarterly, and yearly reporting with contact center metrics, including service levels, client satisfaction, after call time, wait time, talk time, abandonment, active and waiting calls, agent performance, occupancy, and first call resolution.
Research best practices and industry trends of contact centers and related topics. Partner with key stakeholders to identify contact center problems, assess their impact, formulate potential alternatives, and implement solutions. Recommend improvements to Customer Service performance through the analysis of data, and through implementation of new and improved processes or programs.
Prepare and present high quality and detailed presentations and reports on business and technical problems and related solutions.
Responsibilities:
- Serves as subject matter expert for Contact Center systems and tools including but not limited to (Telstrat Recording & Analytics, Call Miner (Speech Analytics), Avaya Reporting, Engage Recording & Capture, Contact Center Dashboards).
- Provide technical support for all Contact center systems and tools
- Design, author, and maintain Call Center Analytical reports and dashboards
- Record, track, and document Call Center Operational and Maintenance procedures
- Backup VoIP administrator with Call Center systems support, maintenance, and enhancements.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring call center systems and applications.
- Back up to VoIP System Administrator for Day to Day support activities.
- Actively work Service desk tickets for Telephony related incidents.
- Identify opportunities for cost reduction or efficiency gains through operational improvement, technology enhancements & process elimination.
- Manage projects in Workfront from beginning to fruition providing excellent communication and assisting in any necessary components for completion.
- Serve as backup to the System Administrator (VoIP) responsible for VoIP system operability and maintenance.
- Serve as Liaison to all PHC Contact Centers (MS, HS, PR, Claims, etc.) for all inquiries pertaining to reports and system configuration.
- Periodically work with IT staff on assigned projects.
- Provide business analytical support to IT Operations team.
- Available by cell phone to assist in coordination of IT outages 24/7.
Qualifications:
Education and Experience
Associate’s or Bachelor’s technical degree preferred; candidate preferably has worked in IT or healthcare environment for at least Five (5) years in a similar capacity. Prior experience working in Contact Center generating and maintaining business class reports preferred.Project Management experience. Working knowledge and troubleshooting experience in Avaya or Nortel call center systems, working experience in authoring reports, VoIP systems, and networking a big plus.
Special Skills, Licenses and Certifications
Highly proficient in learning new skills in software, report authoring, and data development and analytics. Detail oriented and strong in analytical and interpersonal skills. Any Business reporting or VoIP certifications or training a plus. Valid California driver’s license and proof of current automobile insurance compliant with PHC policy are required to operate a vehicle and travel for company business.
Performance Based Competencies
Excellent oral and written communication skills. Excellent organization of time and tasks, with ability to prioritize assignments and meet deadlines. Ability to work under minimal supervision and exercise independent judgment. Ability to drive projects to completion while maintaining diplomacy and tact.Proficiency in handling end user technical problems. Willingness to take initial training and to continue to learn new software, VoIP, and reporting technologies. Demonstrated proficiency and knowledge of telephony carrier technologies and vendor management.
Work Environment And Physical Demands
Ability to use a computer keyboard. Hours are typically 7am to 4pm. More than 50% of work time is spent in front of a computer monitor. When required, ability to move, carry, or lift objects of varying sizes, weighing up to 35 pounds.
All HealthPlan employees are expected to:
- Provide the highest possible level of service to clients;
- Promote teamwork and cooperative effort among employees;
- Maintain safe practices; and
- Abide by the HealthPlan’s policies and procedures, as they may from time to time be updated.
HIRING RANGE:
$93,690.86 - $117,113.58
IMPORTANT DISCLAIMER NOTICE
The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform.The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.