Operations Hub Specialist
Operations Hub Specialist Job Description This position is responsible for monitoring CMC service levels, call center activity, and resources on a real time basis ensuring service performance goals for the approximatel
1. 1 million annual calls handled by the CMC are consistently achieved.
This position will work closely with the leadership of the call center teams on optimization of ACD capabilities, staffing and scheduling, time off planning and performance reporting.
ESSENTIAL FUNCTIONS Primarily responsible for monitoring call center activity on a real time basis to ensure service level targets are achieved consistently through optimal utilization of resources.
Support team leaders with the scheduling of employees, productivity tracking, maintaining work schedules, coordination of off-phone activities, and approval of PTO, overtime and flexible time off. Manage the Workforce Management tool (once acquired) to optimize utilization of resources.
A level of accountability in the achievement of service performance goals and client specific performance guarantee targets rests with this position.
Responsible for coordination, production, accuracy and timeliness of ACD agent, team and overall NSC reports for both internal and external distribution.
Use historical call data, interval arrival patterns, average handle times, service level targets, Erlang tables, and other data as necessary to develop staffing plans that will ensure service level achievement at minimal cost.
MINIMUM REQUIREMENTS Associates Degree in Telecommunications 3-5 yrs. experience in Operations Management HealthCare experience preferred Experience with ACD reporting, forecast development, Call Center management or supervision experience required.
Must have ability to work in a fast-paced environment, while managing multiple tasks.
Must possess excellent verbal and written communication skills.
Must have ability to solve problems and make decisions.
Must possess a highly collaborative style.
Experience with Excel spreadsheets, ACD reports, forecasting methodologies and tools, Access Database knowledge and Workforce Management programs a plus.
WORKING ENVIRONMENT Ability to work various hours as business needs arise.
Be available 24/7 in the event of unanticipated service disruptions.
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