This position's primary accountability is relating to the technical movement of Health Contact Specialists (HCS) & Registered Nurses (RN) within & between the three Call Centers in real time.
Essential Functions:
- Achieves optimal utilization & balance of resources across all three Call Centers at any give moment via the movement of agents into & out of the interqueue as directed by the Regional Call Performance Manager
- Manages the queue under minimal supervision
- Prepares & maintains real time, ad hoc, & daily reports
- Reviews & verifies TCS intraday reports as necessary & projects adjustments for unanticipated volume shifts, staffing adherence, etc
- Analyzes work related problems & develops realistic options/solutions for action
- Accountable for the timely movement of agents into & out of the interqueue
- Monitors & analyzes reports pertaining to schedule adherence & call performance
- Identifies opportunities for same day staff adjustments & the need to solicit extra hours
- Become an expert user of applicable technologies
- Develops & maintains direct lines of communication
- Fosters teamwork & cooperation w/ local staff & other Call Performance Managers at different locations
- Assesses staffing needs as they relate to queue performance
- May participate in coordinating the scheduling or cancellation of ancillary AACC related activities (e.g., meetings, strep-screening follow-up, KP online, etc)
Secondary Functions:
- Primary accountability to provide Senior leadership with consistent accurate data and real time analysis based on data and queue management experience
Qualifications:
Basic Qualifications:
- Minimum 2 years of experience in a call center environment
- Experience w/ Excel & Word required
- Experience working in a labor-management partnership environment preferred
- Experience w/ TeleCenter Systems (TCS), Real Time Adherence (RTA), Custom Director, Stargate, Lotus Notes, & other related applications
- High school diploma required
- Associate's or Bachelor's degree in healthcare or related field preferred
- Thorough knowledge & demonstrated competency working in a Windows environment
- Strong familiarity w/ Appointment & Advice Call Center call handling processes preferred
- Skills in time management of self & others
- Excellent written & verbal communication skills
- Must possess solid decision making skills
- Ability to analyze data & performance
- Ability to facilitate the execution of rapid & timely movement of personnel between queues
- Ability to perform multiple tasks & work in a fast-paced environment
- Reports to the Regional Console Manager
Preferred Qualifications:
- Experience working with eWork Force Management (eWFM), Real Time Adherence (RTA), Custom Director, Lotus Notes, and other related applications.
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.