What are the responsibilities and job description for the Operations Analyst - Contact Center Technology - Remote position at Infinity Consulting Solutions, Inc.?
TITLE: Operations Analyst - Contact Center Technology
Location: Remote in the U.S.
Compensation Range : $25-$30/hour
ICS, a Korn Ferry company, is hiring an Operations Analyst, to be part of our Healthcare client's Contact Center Technology team!
What You'll Do:
At Infinity Consulting Solutions our mission is to cultivate successful long term relationships with candidates and clients matching the right candidate with the right client. We believe technology cannot replace the real personal relationships we cultivate. We reject the notion that technology alone is the answer to staffing which is why we our successful partnerships rely on collaboration NOT automation. ICS has been providing flexible staffing solutions for over 20 years in Information Technology, Compliance, Accounting / Finance and Corporate Support. Our staffing solutions include Contract, Temp to Perm and Permanent Placement.
ICS is an Equal Opportunity Employer.
*W2 employees of ICS are offered comprehensive benefits including health, dental and vision.
Location: Remote in the U.S.
Compensation Range : $25-$30/hour
ICS, a Korn Ferry company, is hiring an Operations Analyst, to be part of our Healthcare client's Contact Center Technology team!
What You'll Do:
- Process eIDs for inContact, NICE IEX Workforce Management, and NICE Engage QM
- Maintain and monitor user databases for completeness and accuracy and the Command Center shared email account
- Monitor business dialer performance and identify opportunities to improve
- Completes necessary reporting assignments and strives for accuracy
- Learns new technologies and systems to advance knowledge of monitoring, reporting, and analysis
- Builds relationships with LOB Operations Managers and Supervisors to ensure good working relationships
- Works with the business to interpret data provided in reports; clarifies data and responds to additional requests for information
- Required: 1-3 years of Contact Center experience
- Required: 1-3 years of business experience as a Data Analyst, Operations Analyst, or similar position
- Knowledge and use of NICE inContact, NICE IEX WFM, and NICE Engage
- Or similar Contact Center solutions
- Previous experience in Healthcare Administration or back-office activity
- Ability to work independently with little supervision and seek guidance as needed to clarify assignments or requests for information.
- Thoroughness in documenting and updating records with changes
- Ability to document new processes, job aids, and policies.
- Intuitive and skilled at problem-solving
- Excellent communication, customer service, and time-management skills.
- Good interpersonal skills and ability to work well with other team members and internal customers.
- Respectful of all levels as our Analyst interacts with agents to Sr. VPs
- The position requires basic business skills, and the ability to understand general revenue cycle operations in a healthcare environment
- Proficient (medium to high skill level) with various desktop applications such as Microsoft Outlook, Microsoft Teams, Excel, Word, and PowerPoint
- Microsoft Access, Power BI, or SQL skills are a plus
- Knowledge of Conifer's eID process is a plus
- Make logical correlations between data points to determine if the analysis is accurate.
At Infinity Consulting Solutions our mission is to cultivate successful long term relationships with candidates and clients matching the right candidate with the right client. We believe technology cannot replace the real personal relationships we cultivate. We reject the notion that technology alone is the answer to staffing which is why we our successful partnerships rely on collaboration NOT automation. ICS has been providing flexible staffing solutions for over 20 years in Information Technology, Compliance, Accounting / Finance and Corporate Support. Our staffing solutions include Contract, Temp to Perm and Permanent Placement.
ICS is an Equal Opportunity Employer.
*W2 employees of ICS are offered comprehensive benefits including health, dental and vision.
Salary : $25 - $35
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