Workforce Monitoring Analyst

Telemedik

2d•Onsite

About The Position

The Workforce Monitoring Analyst is responsible for monitoring call traffic for each business line within, but not limited to the Call Center. Implements strategies designed to manage unexpected volumes and alert the leadership team regarding any relevant aspects of compliance with established metrics and identified deviations. Ensure daily compliance with service levels established for each business account.

Requirements

Bachelor’s Degree in Communication, Science, Business Administration or related areas (desirable)
Minimum of one year of professional experience; preferably in a Call Center
Knowledge of computer applications used in a Call Center
Customer service oriented
Basic knowledge in Excel and Math
Excellent oral and written communication skills in Spanish and English.

Responsibilities

Perform a daily review of results to establish the present day’s strategies and ensure that the numbers comply with the expected results.
At the end of each work shift he/she must confirm that all service agents are disconnected from the lines and provide the supervisor with the list of the personnel that, at his/her departure from the shift remains connected.
Perform tests at the beginning of each work shift for the telephone lines, the TTY services and languages lines.
Confirm that the personnel use the auxiliaries that define the periods of time away from the telephone in the correct manner.
Contact the representatives when they are making excessive or inadequate use of the auxiliary; alert the Business Analytics Specialist of this incorrect use of auxiliaries if it represents itself to be a pattern of conduct.
Verify those calls which duration is over established standards and confirm if it is necessary to require assistance from a Peer Coach or refer situation to the Supervisor.
Ensure confidentiality and compliance with all state and federal regulations applicable to Health Call Centers; including HIPAA and internal policy for disposing of confidential information material.
Notify any expose of Protected Health Information to the supervisor immediately.
Comply with medullar & functional trainings; and all procedures established by regulatory agencies, contractual requirements and any applicable certification standards (including but not limited to URAC, among others).