Contact Center Analyst, Geisinger Health Plan (work from home Pennsylvania)

Job Summary

Provides work force management support to the Contact Center and other assigned Teams. Balances real time inbound and outbound call and non-call customer contacts, developing forecasts, assessing the operational and financial benefits and impacts of scenarios while ensuring execution to meet/exceed service level standards and efficient utilization of resources.

Job Duties

• Maintains the WFM tools/platform utilized for forecasting and scheduling.
• Monitors real-time call and non-call performance and activity to ensure service levels are met.
• Alerts management to discrepancies or real-time changes in service levels.
• Establishes and maintains communications channels regarding events that impact call volume.
• Provides consultation on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions and provides coaching/training on resource planning policies and procedures.
• Develops and maintains short term and strategic forecasts/capacity plans for inbound/outbound contact and non-call work volumes and staffing requirements based on historical trends and business growth objectives and ensures forecasts and capacity plans are generated in a timely and precise fashion.
• Forecasts call volumes, analyzes historical call volume, projects budgetary expenses, and assists with training and new hire projections.
• Works collaboratively with the IT and Telecom teams on all call routing; this includes any setup associated with all new plans, changes to existing routing, trouble shooting, and testing.
• Coordinates with vendor workforce management to balance contact volumes and staffing needs.
• Develops and maintains disaster contingency plans and implements as needed.
• Works with vendor/internal Voice Systems and IT teams to ensure that all queues can be routed to alternate sites as needed and that plans are in place for system outages or down time.
• Troubleshoots call routing/delivery issues and anomalies acting as first level support before engaging Telecom and Network Support.
• Identifies/confirms system issues/outages and assesses impact, implements contingencies, gathers data for trouble shooting, engages the appropriate IT personnel, and communicates updates to leadership.
• Once resolved assists with obtaining root cause analysis.

Position Details

• High-Speed Internet Connection: Connection Type: Cable modem only (DSL, wireless cellular, and satellite services are not permitted).
• Minimum Speed Requirements: Download: 75 Mbps, Upload: 25 Mbps, Ping: Less than 150 ms, Jitter: Less than 30 ms, Connectivity: The computer must be connected via Ethernet cable. Wi-Fi is not permitted unless a Virtual Private Network (VPN) is used to secure the connection.
• Education: High School Diploma or Equivalent (GED)- (Required)
• Experience: Minimum of 7 years-Relevant experience* (Required)