Contact Center Scheduler jobs in Oklahoma

Contact Center Scheduler is responsible for monitoring the contact center workload and scheduling function. Assists in analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Being a Contact Center Scheduler utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Assists in maintaining and adjusting staffing schedule assignments to maintain contact center key performance indicators. Additionally, Contact Center Scheduler may require a bachelor's degree. Typically reports to a manager. The Contact Center Scheduler work is closely managed. Works on projects/matters of limited complexity in a support role. To be a Contact Center Scheduler typically requires 0-2 years of related experience. (Copyright 2024 Salary.com)

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Director, Contact Center Operations
  • RadNet
  • Tulsa, OK FULL_TIME
  • Job Summary

    The Director of Contact Center Operations (DCCO), based in Tulsa, Oklahoma executes RadNet's mission by providing leadership, direction and oversight of the Tulsa Contact Center management teams, which support RadNet's West Coast Operations. The DCCO will collaborate with key internal and external partners to enable the achievement of service level goals and standards by transforming and energizing Contact Center Representatives (CCR) and continually enhancing the service strategy in alignment with the changing needs of our business, patients, referring physicians, and customers. This person is responsible for: ensuring performance and service metrics are consistently met, driving improvements in customer satisfaction, employee development and retention and for setting the tone for culture, performance and reputation.

    Essential Duties and Responsibilities

    • Lead, develop and mentor the management team in our mission to establish and maintain the best, industry leading operational practices at our Contact Centers by creating an environment where our Contact Center Representatives can experience growth and success.
    • Collaborate with Operational Leadership and WFM teams to develop and track key performance indicators and metrics such as abandon rates, average speed of answer, service level, talk utilization, average work time, etc.
    • Track and analyze Contact Center performance versus service goals & metrics; issuing regular reports to the Operational Management team, including recommended actions to ensure we meet or continue to meet our goals.
    • Advise Senior leadership regarding trends, problems, and issues as well as recommended course of action; ensure timely communication; participate in the development and implementation of solutions
    • Regularly monitor and report to Senior leadership performance reports and data to inform decision-making, process design or improvement and program modification or implementation; taking timely corrective action and following-up to ensure positive outcomes.
    • Collaborate with QC team to develop and implement a Quality Control program focused on customer service excellence and higher level of patient/referring physician satisfaction by ensuring that our CCR's are adhering to RadNet policies and practices and are receiving constructive feedback and tools to maintain or improve performance.
    • Collaborate with Contact Center Management & QC teams to address and resolve any gaps within service delivery, performance metrics, patient/referring physician satisfaction, retention, quality and compliance.
    • Partner with Talent Acquisition team to recruit and hire Contact Center team members that exemplify RadNet values and culture, while continually assessing department structures and creating opportunities for growth.
    • Collaborate with Training team to develop new hire and remedial training programs that will enable our Contact Center Representatives to succeed in their role.
    • Maintain ultimate responsibility of Contact Center Office Operations, in collaboration with HR, Materials Management, IT, Telecom, Operations, Compliance and other departments.
    • Identify opportunities and provide strategic planning for the Contact Centers to drive administrative efficiencies, emphasizing cost-containment, quality, compliance and accuracy; create buy-in among the staff and implement process and system improvements and standards.
    • Develop and sustain a culture of customer service excellence, including measurement and continuous improvement.
    • Build a team environment through regular contact, communication and meetings with staff and the management team.
    • Evaluate, manage, support, strengthen and mentor direct reports through the use of one on ones, team meetings, performance evaluations and other means; identifying areas of opportunity and growth for the individual(s).
    • Serve as business partner to assist with implementations of any new technology infrastructure, including the hardware, software, and telephony required; work to leverage the latest RadNet technologies (RIS, Nudge, Web, Email) to champion timely, high-quality patient, referring physician and internal customer experience.
    • Manage BPO teams to ensure performance metrics and quality standards are met.
    • Maintain a current knowledge base with regard to Contact Center workflows, company policies and federal and state regulations, including HIPAA, to ensure Contact Center teams are in compliance with all regulations.
    • Occasional travel throughout the West Coast, primarily, but not exclusively between Oklahoma, California and Arizona.

    PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

    Requirements:

    Minimum Qualifications, Education and Experience

    • Understands how external forces in the healthcare industry affect operations and revenues.
    • Ability to exercise a high degree of initiative, judgment, discretion and decision-making to achieve department and organizational objectives.
    • Ability to communicate effectively through verbal and written communication.
    • Ability to share information effectively and provide appropriate direction to team members.
    • Ability to delegate responsibility and authority to team members.
    • Knowledge of state and federal health and safety regulations.
    • Knowledge of developing budgets, general computer skills, and Microsoft Office knowledge.
    • Demonstrates leadership skills in interactions with peers in senior management.
    • Maintains a “team” mentality as a member of senior management.
    • A four-year degree in business administration or health care administration is preferred.
    • Six or more years of experience in the Contact Center industry and management experience is preferred.
    • A valid driver's license and an acceptable driving record are required.

    Quality Standards

    • Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
    • Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
    • Attends regular corporate meetings as requested.
    • Follows OSHA regulations, RadNet and site protocols, policies and procedures.
    • Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
    • Practices universal safety precautions.
    • Promotes good public relations on the phone and in person.
    • Adapts and is willing to learn new tasks, methods, and systems.
    • Reports to work regularly as scheduled; consistently punctual with respect to working hours and lunch schedules, and maintains satisfactory personal attendance in accordance with RadNet guidelines.
    • Completes job responsibilities in a quality and timely manner.

    Physical Demands

    This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally. The position requires the ability to travel, drive a vehicle, and utilize other forms of transportation.

    Working Environment

    An office setting associated with patient care areas and environments.

    RadNet is an equal employment opportunity employer and treats all applicants and employees in a fair and non-discriminatory manner without regard to race, color, religion, sex (including pregnancy), gender, gender-identity, national origin, ancestry, genetic information, citizenship, age, mental or physical disability, veteran/military status, qualified disabled veteran, marital/ domestic partnership status, religious creed, medical condition, sexual orientation, political activity, or any other characteristic protected by federal, state or local laws.

  • 10 Days Ago

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CONTACT CENTER AGENT
  • AMERICAN HERITAGE BANK
  • Sapulpa, OK OTHER
  • Job Details Job Location: Sapulpa Main Bank - Sapulpa, OK Position Type: Full Time Salary Range: Undisclosed Travel Percentage: None CONTACT CENTER AGENT - BILINGUALJob Title: Contact Center Agent Dep...
  • 11 Days Ago

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Contact Center Representative
  • Jackson Hewitt - 2290
  • Idabel, OK PART_TIME
  • At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity,...
  • 1 Month Ago

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Omni Channel Contact Center Agent
  • Vyve Broadband
  • Shawnee, OK FULL_TIME
  • Get paid to talk, listen, and resolve issues!!Remote Contact Center Agent (salary range - $29,000.00-$35,000.00 annually, PLUS annual bonus of 5% of base pay) Amazing Benefits: Courtesy cable, interne...
  • 19 Days Ago

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Temporary Hurricane Contact Center Agent
  • MCI Military Recruitment
  • Oklahoma, OK TEMPORARY
  • POSITION OVERVIEW IMMEDIATE OPENINGS - HURRICANE RELIEF AGENTS MCI is seeking agents to work as needed in response to disaster relief efforts. This is a temporary, remote position contingent on hurric...
  • 19 Days Ago

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Temporary Hurricane Contact Center Agent
  • MCI Jobs
  • Oklahoma, OK TEMPORARY
  • POSITION OVERVIEW IMMEDIATE OPENINGS - HURRICANE RELIEF AGENTS MCI is seeking agents to work as needed in response to disaster relief efforts. This is a temporary, remote position contingent on hurric...
  • 21 Days Ago

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Planning and Scheduling Analyst 3
  • Northrop Grumman
  • Clearfield, UT
  • At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's l...
  • 3/28/2024 12:00:00 AM

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Program Planning Scheduling Analyst 3 ~ 12784-1
  • TASC Technical Services
  • Chandler, AZ
  • Job Description Job Description Program Planning/Scheduling Analyst 3 - Chandler, AZ 6 month contract, +/- $45/hr BOE Po...
  • 3/28/2024 12:00:00 AM

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UKG Scheduling Analyst
  • Vaco
  • Brentwood, TN
  • Our client located in Brentwood, TN is seeking a UKG (Kronos) Scheduling Analyst to join their team. This is an excellen...
  • 3/27/2024 12:00:00 AM

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Schedule Analyst
  • Winstead Management Group
  • Cincinnati, OH
  • Job Description Job Description The Schedule Analyst will support Department program and project management activities. ...
  • 3/27/2024 12:00:00 AM

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Routing & Scheduling Analyst, Outbound Transportation
  • Rite Aid Corporation
  • **Routing & Scheduling Analyst, Outbound Transportation** CAROUSEL_PARAGRAPH * Liverpool, New York * Corporate - Supply ...
  • 3/26/2024 12:00:00 AM

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Cost Schedule Analyst
  • Take2 Consulting, LLC
  • Chantilly, VA
  • Senior Schedule Analyst Take2 provides IT services and staff augmentation to both Federal and commercial clients. Our wo...
  • 3/25/2024 12:00:00 AM

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Cost Schedule Analyst
  • APR Consulting
  • Sterling, VA
  • An aerospace client is looking for a Program Cost Schedule Control Analyst who sets up a cost control system, monitors a...
  • 3/25/2024 12:00:00 AM

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Project Scheduling Analyst IV
  • TriVector
  • Huntsville, AL
  • Job Description Job Description TriVector Services, Inc. provides quality aerospace engineering solutions to complex pro...
  • 3/24/2024 12:00:00 AM

Oklahoma is the 20th-largest state in the United States, covering an area of 69,899 square miles (181,040 km2), with 68,595 square miles (177,660 km2) of land and 1,304 square miles (3,380 km2) of water. It lies partly in the Great Plains near the geographical center of the 48 contiguous states. It is bounded on the east by Arkansas and Missouri, on the north by Kansas, on the northwest by Colorado, on the far west by New Mexico, and on the south and near-west by Texas. Much of its border with Texas lies along the Southern Oklahoma Aulacogen, a failed continental rift. The geologic figure defi...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Scheduler jobs
$42,763 to $59,613