Job Purpose
The Contact Center Analyst is responsible for ensuring that the contact center meets service levels by monitoring real-time staffing, work mix blending and call queue adjustments, and overall management of workflow traffic across the network.
Duties And Responsibilities
- Compare actual staffing against plan, taking necessary corrective actions—such as adjusting call routing, skill support, and inventory/shift assignments—to improve service levels and overall agent utilization
- Ensure agent adherence to assigned schedules, including breaks and non-productive time
- Track performance indicators such as Average Handling Time, non-productive time limits, and overall productivity, escalating areas needing development or recognition
- Collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels
- Other duties as assigned
- Use, protect and disclose patients protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
- Understand and comply with Information Security and HIPAA policies and procedures at all times
- Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties
Qualifications
- Associates degree or equivalent from a 2-year college or technical school required
- Bachelor's Degree preferred in a quantitative field (engineering, economics, math, and statistics), business or equivalent preferred
- 2+ years experience in workflow management in a contact center or risk management environment
- MS Excel skills and experience with Microsoft Suite and Reporting Platforms: VBA, MS Excel, MS Access, SQL and/or MS Access skills required
- Knowledge of contact center metrics and key performance indicators (KPIs)
- Experience with contact center technologies (e.g., ACD, IVR, Kronos, CRM systems) and analytic software and tools
- Proficiency in Microsoft Office Suite, especially Excel
- Strong interpersonal skills, ability to communicate well at all levels of the organization
- Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
- High level of integrity and dependability with a strong sense of urgency and results oriented
- Excellent written and verbal communication skills required
- Gracious and welcoming personality for customer service interaction
Working Conditions
- Must possess a smart-phone or electronic device capable of downloading applications, for multifactor authentication and security purposes.
- Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
- Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
- Work Environment: The noise level in the work environment is usually minimal.
Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law. 
