What are the responsibilities and job description for the Contact Center Analyst position at Allcat Claims Service?
Job Responsibilities:
- Queue management: proactively oversee the contact center queues
- Scheduling: create and optimize agent schedules for optimal phone coverage; schedules, team meetings, training plans etc. to meet changes in the business •
- React quickly to trends to ensure accuracy and gather feedback
- Adherence monitoring: monitor and track employee adherence to schedules: breaks, lunches, and other work related activities
- Deliver across all customer KPI’s and internal contact center drivers
- Stakeholder management; to balance the needs of our internal and external stakeholders with business needs
- Produces volume forecasts on a daily, weekly, monthly and annual basis for multi-function operation
- Identify inconsistencies in data and partner with teams to investigate and resolve
- Analysis of productivity, occupancy, service levels, call volume, schedule efficiency and staff trends, providing recommendations as required to the business
- Drive process improvement requirements and ad-hoc WFM projects
- Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet KPI requirements.
- Work with the onsite and remote WFM team to provide real time playbook alignment for the business.
- Driving efficiency and other related metrics and initiatives.
- Act as escalation point to address and resolve real time support matters for the business.
- Manage and ensure delivery of the executions of real time plans, ensuring the onsite and remote team is meeting deliverables and deadlines.
Minimum Requirements:
- Minimum 1 year experience in a workforce management capacity or 1 year in service contact center environment
- Acquainted with contact center management best practices
- Excellent communication and listening skills
- Impeccable attention to detail
- Exceptional people skills
- Well-developed problem-solving and analytical skills
- Ability to learn & manage multiple systems
- Strong knowledge of Excel is necessary
- Knowledge of Workforce management tools e.g. RingCentral
Salary : $55k - $70k/yr DOE
Location: 100% on-site (Address: 814 Arion Pwky Suite 200, San Antonio TX
Allcat Claims Service
Allcat Claims Service, LP is a total solution provider for all of your insurance claims needs. We can handle all aspects of your claims process, including initial calls received during normal business hours; as well as weekends, after hours and emergency call centers. We can also handle the estimating, closing and issuing of checks for the claim as well as issuing depreciation holdback and indemnity checks. With our real-time electronic reporting and tracking of claims, you will always be able to have the most updated information for your organization to make the most informed decisions. We have the knowledge and the team in place to make your claims department the best that it can be.
Salary : $55,000 - $70,000
