Client Position Title: Call Center Analyst
Position Number: 323788
Location: Alhambra, CA
Desired Skill Set:
Spreadsheets, Management, Data Analyst, Call Center
**C2C is not available**
**Only U.S. Citizens and those authorized to work in the U.S. can be considered as W2 candidates.**
Job title: Call Center Analyst
Duration: 6 months with possible conversion
Work Location: Alhambra, CA 91803
To provide technical guidance and input to the management of Organization Network Call Center and to participate in fulfilling its mission on a day-to-day basis and over the long term. The Call Center Analyst is responsible for configuration, programming and administration of telephony and related systems. The Call Center Analyst works with the Call Center Director and Manager to develop call flows based on protocols provided by departments and clinics supported by the Call Center throughout the organization. The Analyst is responsible for analyzing these protocols/call flows and translating them into programming in the telephony and related systems to ensure that calls are routed correctly and appropriately. The Analyst is responsible for creating and maintaining statistical reports for the Call Center and the departments it supports. The Analyst works closely with IT Communications to design, implement, and maintain call handling flows as related to the ACD, PBX, and voicemail systems. Assists the Call Center Manager and Director as needed with various financial reporting responsibilities. Assists Call Center Supervisors with Web Directory administration as well as the administration of other peripheral systems as they related to Call Center operations.
Minimum Education: High school or equivalent
Top 3-5 Required Skills:
1. Technical knowledge of telephony and IT systems
2. comfortable with data analysis and reporting
3. Review data, recommend operational changes for optimal productivity
Top 3-5 Preferred Skills:
1. Experience in Healthcare preferred
2. min 3 years' experience
3. Telephony experience, telecomm certifications.
Associate degree in related field or
High school diploma with additional two years of directly related experience within healthcare industry.
Minimum three (3) years' experience working with Call Center systems, (Intelligent Attendant Consoles, enhanced ACD, or Contact Center Servers); including call route programming, skills-based routing and statistical report generation.
One year experience in a Healthcare environment preferred.
Ability to communicate well and computer skills to include Microsoft Word, PowerPoint, Excel and Access.
Ability to create databases and statistical reports in Excel and/or Access.
Programming knowledge of telephony and related Intelligent Attendant Console software required. Certification on these systems preferred.
Knowledge of call center statistical systems or workforce management systems and how they relate to call center operations is desired.
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Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify).
(Posting required by OCGA 13/10-91.)