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BayCare Health System Physician Jobs

Business Professional Job In Clearwater, Florida

Contact Center Optimization Coordinator

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Company: BayCare Health System Profession/Specialty: Business Professional Location: Clearwater, Florida
Job Description
The Contact Center Optimization Coordinator is responsible for analyzing, developing and coordinating workforce management and quality assurance processes across BayCare?s multiple customer-facing Contact Centers by making recommendations on the most effective use of resources and optimization of BayCare contact center workforce optimization technology. Responsibilities include maintaining a working knowledge of customer's daily operations to ensure accurate troubleshooting and technical support, database configuration and maintenance. Identifies process improvements based on customer's need and provides client support for all WFO systems and applications. Responsible for performance reporting, complex data analysis, and developing and managing executive level reports that impact the customer?s experience and improved business results. Monitors 15 contact centers and increasing in growth. Required Experience includes: 4 years contact center planning experience or 8 year with High School, 2 years analytical modeling experience including speech analytics or 6 years with High School, 2 years using WFO technology (Workforce Management, QA, Performance Management and Speech Analytics) or 6 years with High School, 1 year experience in handling high volume, multi-center workload, and 1 years of Database configuration and maintenance. 1 year of NICE experience preferred. Additional Required Skills include advanced knowledge and use of Visio; self-motivation; and advanced knowledge of operations support area such as scheduling, staffing, planning, and administration. NICE IEX experience strongly preferrred
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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