Sr Call Center Coord

Company :

Job Description : 

GENERAL OVERVIEW:  

Primary accountability is to perform Command Center support to call center teams and provide evaluation and assistance of problems/issues/concerns and/or real-time business activity monitoring from the Command Center.

ESSENTIAL RESPONSIBILITIES: 

1. Forecast future Customer Service call volumes for daily, weekly, monthly, and annual time periods.   Including analysis of call volumes, patterns, issues and trends, which may vary by call center, day of week, time of year, time of day, etc. as well as compile monthly statistics for internal areas, as requested.  Research problems using appropriate tools, document findings and where possible recommend solutions.

2. Serve as the schedule coordinator for the division.

• Prepare and publish reports, as well as agent schedules in order to meet service level requirements in the most efficient manner possible.
• Obtaining information on employee activity and status, including schedule assignments, absences, meetings, and other schedule exceptions, reviewing requests for schedule alterations,
• Monitoring and reporting daily service levels and accuracy of workload forecasts, forwarding concerns and recommendations to the Workforce Planning Team Manager. 

3. Support scheduling impacts of longer-term initiatives, events, or trends. Work with Workforce Planning Team Manager and Customer Service Management team to appropriately schedule Customer Service employees during these initiatives.

4. Prepare and publish reports, as well as agent schedules from Totalview and/or other software forecasting tools.

5. May be responsible for performing first-level evaluation and triage of logged entries to ensure that disposition is handled appropriately, including immediate corrective action or routing of request to appropriate team/department.

6. Based on level, may reallocate work items or resources utilizing standard work and resource sharing protocols and tools - includes the maintenance of employee data (skills, workbaskets, queues, etc.)

7. Other duties as assigned or requested.

QUALIFICATIONS:

Minimum

• High School diploma or GED
• 5-10 years of related, progressive experience
• Experience as a forecasting or scheduling analyst OR experience in a call center environment using automated scheduling tools

Preferred

• None

SKILLS

• Demonstrated ability to utilize common desktop software tools such as, but not limited to Word, Excel, Power Point, Lotus Notes and Access
• Working knowledge of IMPROMPTU, RADAR or other reporting software
• Proficiency in the use of IEX Totalview, Windows NT, EXCEL, Lotus Notes, Centre Vue, and Access
• Knowledge of OSCAR, INSINQ and claim flow
• Ability to create/use ad hoc reports to investigate claim and inquiry related issues and trends, document findings and recommend viable solutions
• Ability to complete projects in a timely and professional manner
• Coordinate work activities accordingly and effectively
• Ability to prioritize and handle and handle multiple tasks concurrently

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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