9 days old

Call Center Data Analyst - Los Angeles, CA

Kelly Services
Los Angeles, CA 90012
**Call Center Analyst**

**Los Angeles, CA**

**3 Month Duration**

**Job Summary:**

To provide technical guidance and input to the management of Organization Network Call Center and to participate in fulfilling its mission on a day-to-day basis and over the long term. The Call Center Analyst is responsible for configuration, programming and administration of telephony and related systems. The Call Center Analyst works with the Call Center Director and Manager to develop call flows based on protocols provided by departments and clinics supported by the Call Center throughout the organization. The Analyst is responsible for analyzing these protocols/call flows and translating them into programming in the telephony and related systems to ensure that calls are routed correctly and appropriately. The Analyst is responsible for creating and maintaining statistical reports for the Call Center and the departments it supports. The Analyst works closely with IT Communications to design, implement, and maintain call handling flows as related to the ACD, PBX, and voicemail systems. Assists the Call Center Manager and Director as needed with various financial reporting responsibilities. Assists Call Center Supervisors with Web Directory administration as well as the administration of other peripheral systems as they related to Call Center operations.


+ Associate degree in related field or

+ High school diploma with additional two years of directly related experience within healthcare industry.


+ Minimum three (3) years experience working with Call Center systems, (Intelligent Attendant Consoles, enhanced ACD, or Contact Center Servers); including call route programming, skills-based routing and statistical report generation.

+ One year experience in a Healthcare environment preferred.

+ Telecom (Call Center) data analysis


Ability to communicate well and computer skills to include Microsoft Word, PowerPoint, Excel and Access.

Ability to create databases and statistical reports in Excel and/or Access.

Programming knowledge of telephony and related Intelligent Attendant Console software required. Certification on these systems preferred.

Knowledge of call center statistical systems or workforce management systems and how they relate to call center operations is desired.

**Essential Job Functions:**

The following section contains representative examples of work that will be performed in positions allocated to this classification. Bassett Healthcare is a dynamic organization, and the environment can be fluid. Roles and responsibilities can often be expanded to accommodate changing patient or organizational needs and conditions as well as to tap into skills and talents of employees. Accordingly, employees may be asked to perform duties that are outside the specific functions that are listed.

1. **Develops and Maintains Reporting Systems**

+ Under the direction of the Call Center Manager, the Call Center Analyst analyzes the Call Center call flow requirements. Maintains the **_telephony_** system and all supporting systems. Utilizes information obtained from enterprise systems, create the reports necessary to supply the Call Center and supported departments with statistical data. The Analyst must be self-motivated, and able to perform the work functions without formal direction or supervision.

+ Monitor Real Time Displays, Observe DN outs, confirm when requested that all departments be logged in correctly and logged out at end of day. Track daily, weekly and monthly reports, all ACD groups, monthly reports on clinics rolled in to the Call Center on abandon and call volumes. Prepare for distribution reports to clinics as indicated by the Manager. Maintain agent log-ins for entire institution and assign as needed.

+ Monitor the daily call volumes of the Call Center. Tracking of 800 number volumes with respect to operating performance which are sensitive to customers, medical, non-medical personnel and outside supplier needs. Thus ensure the effective daily operations of the department as indicated by the Manager or assigned to another management team member with assistance from the Analyst.

+ To assist the Call Center management team in the development and implementation of the annual department operating plan, to ensure effective department performance and contribution to corporate objectives. Provide information on the telecommunication trends and how they impact the corporations planning requirements and communicate with the Call Center Supervisor(s), clinics, departments or individuals as requested by the Call Center Manager and Director.

+ To analyze reporting mechanisms and recommend, as indicated, which are sensitive to organizational needs and ensure efficient accomplishment of institutional objectives.

+ To co-ordinate solely or with assistance from a Call Center Supervisor the reporting mechanisms both internally and externally, operating procedures, and staffing requirements based on information gained interdepartmentally and externally in connection with IT Network Engineering/Communications Department.

+ To develop statistical data and provide information to the Manager for distribution to clinic managers and others on a multitude of financial / statistical reports, both interdepartmentally and externally, statistics related to the effective accomplishment of the Call Center.

+ To coordinate the compilation and distribution of reports with Call Center Supervisors or Administrative Assistant to ensure that periodic reports are accurate and disseminated in a timely fashion.

+ To provide ad hoc reporting to troubleshoot issues with call flow, misdirection

1. **System Coordination**

+ To serve as the primary coordinator of the telephony in the Call Center. Responsible for the preparation on own or in conjunction with a designated supervisor or member of the Call Center management team, the weekly and monthly reports on attendant/agent statistical standings to be given to the Manager and then shared with supervisor(s) for review with each Communication Representative. Maintain the systems historical documentation and be the primary contact with telephony Field Service if designated.

+ Work with the Communications Department regarding any and all paging issues as they relate to the interface with the Call Center call handling system and the institution wide paging system. Troubleshoot issues and prepare reports on issues as requested by the Director or Manager.

+ Keep the Manager of the Call Center current on any operational issues or concerns with the telephony system or staff performance concerns. Prepare for Call Center management team, historical call documentation to evaluate correct call handling procedure by staff member and prepare reports for the Manager as needed or to his designee.

+ Coordinate with the IT Department issues related to the telephony system and how it interfaces with other services within the institution. Be the primary contact for all software and hardware challenges and report to the Manager on complications and any delays. Make recommendations on upgrades, system enhancements, or new systems to best support the Call Center or provide enhanced support to the departments and clinics of the Bassett Healthcare Network.

+ Prepare individual staffing (agent or attendant) performance reports for Supervisors / Manager to ensure that procedures standards are being reviewed, allowing staff to be aware of their statistics compared to the benchmarks set forth in the Performance Monitoring System. Prepare monthly and annual assessment of agent and attendant performance measures for the Manager

+ To identify needs for information or services within the Call Center in order to accomplish organizational objectives or standards. To evaluate whether appropriate systems are in place to serve those needs and assist the Call Center Manager in the organization of the annual departmental work plan.

+ Maintains, updates and upgrades Red Alert System. Responsible for periodic Red Alert test drills as directed by the Manager

1. **Analyzing the Performance Improvement**

+ In conjunction with Call Center management team, evaluate, develop, and maintain performance improvement standards and staffing models for the Call Center. Provide the Call Center Manager with necessary documentation to present to staff regarding individual and group performance based upon the departmental performance Monitoring System.

+ To review, procedures, plans, and activities, as directed by the Call Center Manager, ensuring that they are within acceptable standards for the corporation. Provide the Manager with statistical information to calculate FTE requirements for departments and regional site call handling.

+ To identify staff performance issues through the development of or use of existing reports, work efficiency levels of all Communication Reps and then bring weekly or monthly reports to the attention of the Call Center Manager or his designee so corrective action can be taken.

+ To assist the Manager, if designated, with preparation of monthly variance report and related documents. If designated, prepare payroll analysis of OT expenditure in dollars and hours, and reconcile monthly department expenditures and to assist the Manager with then annual budget preparation

1. **Customer Service Satisfaction**

+ To identify and make recommendations to the Call Center Manager on corrective measures to be taken with the system to provide better customer service delivery and improve internal and external customer satisfaction

+ To establish methods of identifying levels of customer satisfaction and to use these as a basis for planning and action by the Manager. This would include improving delivery of Amtelco system features to best meet the needs of this institution and supply to the Manager with implementation work with supervisors to coordinate coverage of Call Center stations as needed to maintain the highest level of customer service. Share with Call Center supervisors Amtelco supervisory functions so each can maintain satisfactory operating level in the absence of each other.

+ Analyses call reports to identify, troubleshoot, and resolve call processing issues raised by our internal customers and patient base.

+ Utilize the skills of a learning organization in development of internal programming and processes with supervisors to enhance customer service within the Call Center and the individuals we serve.

+ Build and maintain an understanding of your colleagues needs and offer support when ever possible

+ To assist the Call Center Supervisor(s) with documentation and statistics to ensure that all employees in the department know their respective monthly performance results

**Why Kelly** **** **?**

With Kelly, youll have direct connections to leading IT organizations in the best companies around the globeoffering you the chance to work on some of todays most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 90 of the Fortune 100 companies companies and found opportunities for more than 8,600 IT professionals last year. Let us help advance your career today.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.
Posted: 2020-01-10 Expires: 2020-02-10

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Call Center Data Analyst - Los Angeles, CA

Kelly Services
Los Angeles, CA 90012

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