Title: Real Time Administrator
Location: Remote, United States
at Vaco LLC (View all jobs)
Pivot Point Consulting enables healthcare organizations to realize the most value from their technology and resources through Managed Services, Data &Analytics, EHR, ERP, Advisory, Virtual Care and Cybersecurity services. Its award-winning industry experts deliver Consulting, Managed Services and Talent Solutions to providers, payers, life sciences and technology organizations.
The firm is currently ranked #1 Best in KLAS: Managed IT Services and has been repeatedly recognized as a top performer by KLAS in multiple categories, including #2 Best in KLAS: Partial IT Outsourcing (renamed Managed IT Services in 2023) and Best in KLAS: Overall IT Services Firm in 2022 and #1 Best in KLAS: Overall IT Services Firm in 2020. For more information, visit pivotpointconsulting.com.
Description:
The Real Time Administrator plays a crucial role in managing real-time data from the call center, ensuring effective communication between clients and internal teams, and supports the delivery of timely insights and solutions to enhance business operations.
Essential Job Functions:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.
Duties and Responsibilities:
- Executes workforce management forecasting alongside the leadership team while ensuring agents adhere to their schedules and breaks
- Reforecasts interval and daily transaction volumes (inbound, outbound), handle times, and other production metrics by group and reports on actual vs. forecasted volumes (phone, web, e-mail, chat)
- Proactively monitors calling behaviors, efficiency, and availability of agents and reports deficiencies to Operations Team in real-time
- Analyzes and administers schedule optimizations for the call center, including time off and overtime requests and approves and administers real time exceptions
- Collaborates with CSEM managers to improve data accuracy and the CSP/Command Center management to optimize services
- Supports initiatives and call center management with simulations and modeling and proper escalation procedures
The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Desired Competencies:
- Accountable- Holds self and others accountable to meet commitments
- Communicates Effectively- Develops and delivers written and verbal communication that conveys clear understanding of different audiences and their levels of comprehension;active listener to ensure clear understanding
- Resourcefulness- Identifying, securing, and deploying resources effectively and efficiently
- Tech Savvy- Anticipates and adopts innovations in business-building digital and technology applications
Education and Experience:
- Education and experience commensurate with an Associate’s Degree required, focus in Statistics or Mathematics preferred
- At least 2 years’experience in forecasting, monitoring, and analysis of customer contacts in a call center, real time environment required
- Knowledge of call center technology (e.g. ACD, IVR/IVA, Network Features), reporting automation applications, Outbound Dialer Systems and reporting suites (centralized, multi-media, multi-site), and call center metrics required
- Understanding of VoIP networks, CTI/CRM, Network Call Routing tools and techniques required
- Experience with Nice CXOne platform preferred
- Healthcare industry experience preferred
Location: 100% Remote
Travel Requirements: Less than 5% (almost no travel)
Physical Demands: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this position:
Frequent: Sitting, walking, eye/hand/foot coordination and repetitive motion.
Occasional: Standing and bending.
Infrequent: Lifting up to 10 pounds.
Vaco, LLC (“we,”“our,”or “Vaco”) respects your privacy and is committed to providing a transparent notice of our Notice at Collection and Privacy Policy for California Residents. This Notice and Privacy Policy for California Residents applies solely to those who reside in the State of California (“consumers”or “you”). For additional details, click here.
California residents may also access Vaco’s HR Notice at Collection for California Applicants and Employees.
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
- Healthcare industry experience preferred
- Experience with Nice CXOne platform preferred
- Understanding of VoIP networks, CTI/CRM, Network Call Routing tools and techniques required
- Knowledge of call center technology (e.g. ACD, IVR/IVA, Network Features), reporting automation applications, Outbound Dialer Systems and reporting suites (centralized, multi-media, multi-site), and call center metrics required
- At least 2 years’experience in forecasting, monitoring, and analysis of customer contacts in a call center, real time environment required
- Education and experience commensurate with an Associate’s Degree required, focus in Statistics or Mathematics preferred
- Tech Savvy- Anticipates and adopts innovations in business-building digital and technology applications
- Resourcefulness- Identifying, securing, and deploying resources effectively and efficiently
- Communicates Effectively- Develops and delivers written and verbal communication that conveys clear understanding of different audiences and their levels of comprehension;active listener to ensure clear understanding
- Accountable- Holds self and others accountable to meet commitments
- Supports initiatives and call center management with simulations and modeling and proper escalation procedures
- Collaborates with CSEM managers to improve data accuracy and the CSP/Command Center management to optimize services
- Analyzes and administers schedule optimizations for the call center, including time off and overtime requests and approves and administers real time exceptions
- Proactively monitors calling behaviors, efficiency, and availability of agents and reports deficiencies to Operations Team in real-time
- Reforecasts interval and daily transaction volumes (inbound, outbound), handle times, and other production metrics by group and reports on actual vs. forecasted volumes (phone, web, e-mail, chat)
Remote co