Contact Center Traffic and Scheduling Analyst analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Being a Contact Center Traffic and Scheduling Analyst ensures customer satisfaction by monitoring, balancing, and redirecting inbound traffic in a timely manner. Collaborates with other teams when overflow occurs, and inbound traffic must be redirected. Additionally, Contact Center Traffic and Scheduling Analyst utilizes call volume reports to coordinate and complete capacity planning within the contact center. Evaluates historical and recent performance and statistics to identify trends. Makes recommendations on how to maintain contact center key performance indicators. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Traffic and Scheduling Analyst occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Contact Center Traffic and Scheduling Analyst typically requires 2-4 years of related experience. (Copyright 2024 Salary.com)
In 2020, united in a fierce commitment to deliver the highest quality care and exceptional patient experience, Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health. Our combined system builds upon the scale and expertise of our nearly 300 sites of care, including 11 hospitals and nearly 5,000 physicians and providers. Together, we are empowered to make an even greater impact on the health and well-being of our communities.
CHI Franciscan and Virginia Mason are now united to build the future of patient-centered care across the Pacific Northwest. That means a seamlessly connected system offering quality care close to home. From basic health needs to the most complex, highly specialized care, our patients can count on us to meet their needs with convenient access to the region’s most prestigious experts and innovative treatments and technologies.
Franciscan Medical Group, as part of Virginia Mason Franciscan Health, is currently looking for a Contact Center Business Analyst for the fast-paced Franciscan Patient Access Administration team in Tacoma, WA. Hybrid role with variable hours 7:00am-6:00pm. No weekends required.
This job is responsible or driving analysis and data reports for ambulatory patient access and Contact Center strategy. Also responsible for efficient and complete data abstraction and analysis with the ability to draw meaningful conclusions from that data to maximize the effectiveness of contact center resources, service delivery systems and financial performance. An incumbent will complete patient access and connection center-related projects of a quantitative and qualitative nature. Work also includes monitoring, researching, analyzing and preparing written and verbal reports on metrics related to Connection Center metrics that are identified by VMFH leadership as guided by various initiatives. An incumbent works collaboratively with others to proactively identify, communicate and assist in data analysis as well as to elicit requirements, analyze metrics and data and effectively present the information needed to facilitate a decision to move forward with solutions.
Work requires strong communication skills and the ability to successfully interact with all levels of positions within the organization.
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Performs related duties as required.