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BayCare Health System Physician Jobs

Business Professional Job In Clearwater, Florida

Contact Center Optimization Real Time Analyst

This job was posted 6 days ago. Be one of the first applicants.

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Company: BayCare Health System Profession/Specialty: Business Professional Location: Clearwater, Florida
Job Description
The Contact Center Optimization Real Time Analyst is responsible for the real-time and/or intra-day management of resources to ensure an accurate number of resources are scheduled appropriately and are available to support a forecasted volume of inbound and outbound calls required to meet service levels. Monitor all contact and communication center sites, as well as adjust intra-day forecasts derived from business drivers to determine required staffing levels by projecting call volumes, call duration, as well as scheduled and unscheduled activities using current trends and historical data. Using knowledge of Workforce Management practices, administer contingency action plans as deemed necessary and appropriate. Run and analyze reports and make recommendations for adjusting staffing levels to meet departmental expectations and productivity goals. Required Experience includes 1 year contact center workforce management in a multi-channel environment; to include proven trend analysis, Automatic Call Distribution technology and forecasting/scheduling software. Strongly preferred: Resource Planning experience and Statistical Application knowledge and experience. NICE IEX experience preferred.
EOE
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BayCare Health System Physician Jobs
About BayCare Health System

BayCare is a leading not-for-profit health care system that connects individuals and families to a wide range of services at 14 hospitals and hundreds of other convenient locations throughout the Tampa Bay and central Florida regions. Inpatient and outpatient services include acute care, primary care, imaging, laboratory, behavioral health, home care, and wellness. Our mission is to improve the health of all we serve through community-owned, health care services that set the standard for high-quality, compassionate care.

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