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Job Description
- Req#: M102075
Employer Industry: Call Center Operations in Healthcare
Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Supportive and collaborative work environment
- Chance to make a positive impact on operational efficiency and team performance
- Flexibility to work varying hours, including evenings, weekends, and holidays
- Engage in a rewarding healthcare environment that values exceptional support
What to Expect (Job Responsibilities):
- Continuously monitor and analyze agent activity to ensure adherence to schedules and service level agreements (SLAs)
- Manage and update real-time agent breaks, lunches, and off-phone activities to maintain proper staffing levels
- Adjust schedules based on current call volume and operational needs to optimize staffing
- Oversee the Voluntary Time Off (VTO) process, ensuring timely processing of requests
- Collaborate with leadership to identify opportunities for improving real-time performance and staffing efficiency
What is Required (Qualifications):
- A bachelor's degree in business administration, communications, or a related field
- 2+ years of experience in a call center environment, preferably in a real-time monitoring or workforce management role
- Previous experience in a healthcare setting is highly valued
- Strong understanding of call center operations, performance metrics, and scheduling processes
- Advanced skills in call center software, scheduling tools, and the Microsoft Office Suite
How to Stand Out (Preferred Qualifications):
- Strong analytical skills and keen attention to detail
- Excellent communication and interpersonal skills with a proven ability to collaborate across teams
- Flexibility to handle unforeseen situations and adaptability to changing circumstances
- Capacity to work effectively under pressure while maintaining a positive demeanor
#CallCenterOperations #HealthcareCareers #CareerAdvancement #TeamCollaboration #OperationalEfficiency
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