Call Center Analyst
CRC Health Group - Cupertino, CA

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Position Summary: The Call Center Sr. Analyst supports the intake and admissions team with reporting, analysis and project management to drive admissions growth and performance improvements. The position reports to the Call Center Director and works closely with the CRC call centers, VP of Admissions and IT. Responsibilities include, but are not limited to: reporting and analysis, workforce management, identification and support of performance improvement initiatives related to call center operations. Position Responsibilities: Design, prepare and distribute timely and accurate reporting on call center and advisor performance and trends (variance analysis, performance recaps, scorecards, etc.), utilizing data from Avaya and CRM applications. Create ad-hoc reports and analyses related to emerging issues and special projects. Analyze call center volume, productivity and workforce patterns to optimize performance and staffing levels, and to assist the management in making effective decisions to improve outcomes Utilize quantitative analysis techniques to evaluate ongoing operations and projects and recommend creative resource usage or process alternatives where appropriate. Identify issues that require management attention or suggest opportunities for process, organizational and technical improvements. Be the call center liaison to IT infrastructure team regarding modification and maintenance of CMS configurations for skill groups, call routing and auto-attendant recordings as needed to meet service goals and key performance indicators.
Knowledge, Education, and Experience At least five years progressive call center analysis experience, based on metrics. Excellent analytical and problem solving skills, combined with good business judgment and ability to communicate Strong interpersonal and communication skills, including experience working with a diverse group of individuals and multiple levels of management Excellent PC skills with emphasis on MS Excel, Word and PowerPoint The ability to manage multiple tasks/projects and deadlines simultaneously The ability (and desire) to work in a face paced, pressure-filled and change-oriented environment Bachelor's degree Experience with or other CRM application Experience with phone system reporting ie. Avaya; Cisco Experience with IVR or auto - attendant development, reporting and call flows. Experience with schedule development. Experience with call monitoring software.

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