EPEC WFM INTRADAY COORD, FCH - PATIENT ENGAGEMENT CENTER
About The Position
The EPEC Intraday Coordinator is responsible for monitoring service and staffing levels in real-time, ensuring that calls are being answered within service level goals. Major responsibilities of this position include monitoring and analyzing incoming call volumes and service levels, monitoring staff adherence rates, and ensuring proper staff skilling/queueing based on the information gathered. This individual is also responsible for researching causes of underperformance, identifying areas of improvement within the workforce management strategy, and adjusting agent schedules to meet the EPEC service standards. This individual will need to possess a high degree of analytical skills, independent decision making, and organization.
Requirements
- Two (2) years prior customer service, call center, or workforce management experience required.
- High School Diploma required.
- Ability to function in high stress environment where interruptions are frequent.
- High attention to detail.
- Thinks quickly and uses appropriate judgment.
- Demonstrates diplomacy and patience while interacting with colleagues.
- Demonstrates basic understanding of data analysis.
- Possesses excellent verbal and written communication skills.
- Proficiency with computers (use of multiple monitors in facilitation of workflow management, Microsoft Excel knowledge, Call Center software systems knowledge).
Nice To Haves
- Prior experience with workforce management tools (e.g., Cisco Finesse, Calabrio, IEX, Verint, Aspect) preferred.
- Prior experience using call center phone systems, multiple practice management platforms, or physician scheduling software preferred.
- Bachelor's Degree in Business, Human Resources or a related field preferred.
Responsibilities
- monitoring service and staffing levels in real-time
- monitoring and analyzing incoming call volumes and service levels
- monitoring staff adherence rates
- ensuring proper staff skilling/queueing based on the information gathered
- researching causes of underperformance
- identifying areas of improvement within the workforce management strategy
- adjusting agent schedules to meet the EPEC service standards
Benefits
- Paid time off
- Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities
- Academic Partnership with the Medical College of Wisconsin
- Referral bonuses
- Retirement plan - 403b
- Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics
- Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
