Call Center Analyst I
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Job Description
Call Center Analyst providing real time management support for call center teams at Horizon Blue Cross Blue Shield. Monitoring activities, adjusting schedules, and troubleshooting issues in healthcare service.
Responsibilities:
- Provide real time management support for the call center teams
- Monitor, adjust and troubleshoot issues and activities of call centers on a real time basis
- Identify trends, identify root cause analysis and make recommendations utilizing call center best practices to ensure efficiencies
- Revise and adjust schedules for call centers based upon planned and historical occurrences
- Coordinate telephonic changes with Telecom and business management
- Provide reports to management on the daily, weekly, monthly, quarterly, and yearly findings
- Perform related tasks as assigned by management
Requirements:
- High School Diploma/GED required
- Prefer a minimum of one to two (1-2) years call center experience
- Prefer strong knowledge of a customer service call center environment
- Knowledge of Healthcare industry helpful
- Basic Computer Skills-Microsoft Office
- Ability to balance multiple priorities
- Team Player, Strong Analytical, and Interpersonal Skills
Benefits:
- Comprehensive health benefits (Medical/Dental/Vision)
- Retirement Plans
- Generous PTO
- Incentive Plans
- Wellness Programs
- Paid Volunteer Time Off
- Tuition Reimbursement
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