Call Center Analyst

Job ID: J134555
Company: Gateway Health Plan
Location: Pittsburgh, PA, United States
Full/Part Time: Full time
Job Type: Regular
Posted at: Nov 9, 2018

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Description

General Overview:

Tracks and analyzes call flow, call patterns, service levels and abandon rates.   Monitor phone lines for performance and trends.   Understand call flows to help the call center operate at peak efficiency.   Forecast call patterns to minimize blockage, average speed of answer and abandonment rates.   Troubleshoot any issues with telephone lines and seek to resolve issue.  Monitor telephone queues to ensure service levels and quality standards are achieved.   Set up messages or prompts to alleviate growing call volume.

Essential Job Functions:

1. Manage call volume

2. Monitor telephone queues and reallocate staff as needed

3. Troubleshoot phone lines

4. Set up messages or prompts to alleviate growing call volume.  

5. Other duties as assigned or requested.

Minimum Qualifications:

  • High School Diploma or GED
  • 3-5 years of relevant, progressive experience in the area of specialization. Grandfathered experience requirements effective August 2016.

Preferred Qualifications:

  • Bachelor’s Degree
  • Prior Call Center Experience
  • Scheduling /Forecasting experience

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.
For accommodation requests, please call HR Services at 844-242-HR4U or visit HR Services Online at HRServices@highmarkhealth.org

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