Call Center Analyst I

Horizon Blue Cross Blue Shield of New Jersey•Hopewell, NJ

About The Position

Horizon Blue Cross Blue Shield of New Jersey empowers our members to achieve their best health. For over 90 years, we have been New Jersey’s health solutions leader driving innovations that improve health care quality, affordability, and member experience. Our members are our neighbors, our friends, and our families. It is this understanding that drives us to better serve and care for the 3.5 million people who place their trust in us. We pride ourselves on our best-in-class employees and strive to maintain an innovative and inclusive environment that allows them to thrive. When our employees bring their best and succeed, the Company succeeds. About the Role Provide real time management support for the call center teams.

Requirements

High School Diploma/GED required.
Basic Computer Skills-Microsoft Office.
Ability to balance multiple priorities.
Team Player, Strong Analytical, and Interpersonal Skills.

Nice To Haves

Prefer a minimum of one to two (1-2) years call center experience.
Prefer strong knowledge of a customer service call center environment.
Knowledge of Healthcare industry helpful.

Responsibilities

Monitor, adjust and troubleshoot issues and activities of call centers on a real time basis.
Identify trends, identify root cause analysis and make recommendations utilizing call center best practices to ensure efficiencies
Revise and adjust schedules for call centers based upon planned and historical occurrences
Coordinate telephonic changes with Telecom and business management
Provide reports to management on the daily, weekly, monthly, quarterly, and yearly findings
Perform related tasks as assigned by management.