Contact Center Analyst - New York, United States - Hospital for Special Surgery

Hospital for Special Surgery New York, United States

1 day ago

Description

Overview

How you move is why we're here. Now more than ever.

Get back to what you need and love to do.

The possibilities are endless...

Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize

the abundant opportunities for growth and success.

If this describes you then let's talk

HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.

Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Contact Center Analyst

Full Time/Hybrid

9:00am - 5:00pm

Overview:

The Contact Center Analyst is responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration, and effective communication with contact center leadership across the enterprise. Through knowledge of call center systems, such as CRM and telephony platforms, the Call Center Analyst will analyze data to optimize internal reporting, provide actionable insights to leadership to improve decision-making. The analyst will be responsible for management of the labor model, drivers, attributes, forecasts, and plans using the Verint WFM system. The analyst will work with leadership across HSS contact centers to create and develop call center processes and monitor the overall performance. The Contact Center Analyst reports to the Senior Director of Performance and Optimization.

Key responsibilities:

Provide ongoing Call Center operational analysis, advance planning, and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (service level, occupancy, etc.)
Utilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, and optimal work schedules meet multi-system requirements for service level objectives, and forecast staffing levels for multiple call center teams.
Analyze call center performance history to determine shrinkage, adherence, and occupancy goals as well as optimum off-production activities.
Support the department and its business partners in analyzing data to achieve specific business results of department and/or enterprise level strategic importance.
Provide supporting analysis and assist the performance and optimization team-members in project deliverables, timelines, and results.
Take ownership of service levels by proactively identifying service-related issues and presenting solutions to leaders.
Perform monitoring of live and recorded telephone calls and provides trend data to contact center leadership.
Use quality monitoring system to compile and track performance at a team and individual level.
Collaborate with HSS leadership across the enterprise to understand strategic goals and promote an environment conducive to creativity, change, and information exchange.

Qualifications

Self-driven and motivated, with a demonstrable track record of continuous improvement.
5+ years of related contact center experience working with statistical concepts and analyzing business processes to formulate written and spoken process improvement concepts; healthcare experience strongly preferred.
Avaya experience preferred.
Knowledge and experience with healthcare Epic EMR systems, Verint Workforce Management, Speech Analytics and Salesforce.
Strong knowledge of MS Excel and PowerPoint.
Customer service orientation; energetic and outgoing personality.
Ability to work independently and possess problem solving skills with focus on detail.
Ability to establish and maintain effective working relationships in a team environment,
Multitasking skills and detail-oriented focus, working in a fast-paced environment.
Excellent computer skills, comfortable navigating through multiple systems simultaneously.
Excellent oral, written, and interpersonal skills.

Education Requirements:

Bachelor's degree required.

Other Requirements

#LI-Hybrid

Pay Range - Minimum

USD $77,000.00/Yr.

Pay Range - Maximum

USD $110,000.00/Yr.