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Call Center Staffing Anlayst I - Access Center

Requisition ID:

20156204

Business Unit:

Hartford HealthCare Medical Group

Location:

Hartford, CT

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Description

Job Schedule: Full Time
Standard Hours: 40
Job Shift: Shift 1
Shift Details:

Work where every moment matters.

Every day, almost 30,000 Hartford HealthCare employees come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network.

Hartford HealthCare Medical Group is one of the largest medical practices in New England with multiple locations throughout Connecticut and Rhode Island. We consist of a team of professionals ranging from Medical Assistants to Physician Assistants and everything in between. Our physician led medical group enjoys an excellent reputation with patients and the medical community, offering primary care, urgent care and more than 30 different specialties.
With our new state of the art Access Center, we are creating a culture of “YES”. A culture rooted in our values of Caring, Integrity, Safety and Excellence. At the Access Center, our Access Champions thrive in an environment focused on the patient and helping them choose the right clinician at the right place at the right time. Here our Access Champions are focused on providing excellent customer service while having fun, working as a team and making every interaction matter.
Become an Access Champion and join us on our journey to YES!

Job Description:

The Call Center Staffing Analyst I is responsible for monitoring and reporting schedule adherence in real-time using the real-time adherence workforce management software Calabrio. The Analyst will work closely with our Call Center Staffing Analyst II, Access Analytics Manager and the Access Center operational team, calling out non-adherent events and monitoring agent calling/phone skill behaviors in real-time. Monitor call queues throughout the day and notify assigned staff and leadership of un-forecasted spikes, spikes in high call volumes in relation to low staffing, average customer wait time, call abandon percentages, impacts to service levels as well as events such as talk-time or after-call-work time which exceeds defined thresholds.

Qualifications


• 1+ Year of Workforce Management Real Time Adherence Experience
• 1+ Relevant Call Center Experience
• High School Diploma, GED; Associates or Bachelor’s degree preferred

We take great care of careers! With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.

 
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