REAL TIME ADMINISTRATOR
Company: Vaco
Location: Albany
Posted on: October 27, 2024
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Job Description:
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
breaksReforecasts 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-timeAnalyzes and administers schedule optimizations for the
call center, including time off and overtime requestsand approves
and administers real time exceptionsCollaborates with CSEM managers
to improve data accuracy and the CSP/Command Center management to
optimize servicesSupports initiatives and call center management
with simulations and modeling and proper escalation proceduresThe
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 Competencie s:Accountable-
Holds self and others accountable to meet commitmentsCommunicates
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
understandingResourcefulness- Identifying, securing, and deploying
resources effectively and efficientlyTech Savvy- Anticipates and
adopts innovations in business-building digital and technology
applicationsEducation and Experience:Education and experience
commensurate with an Associate'sDegreerequired, focus in Statistics
or Mathematics preferredAt least 2 years' experience in
forecasting, monitoring, and analysis of customer contacts in a
call center, real time environment requiredKnowledge 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
metricsrequiredUnderstanding of VoIP networks, CTI/CRM, Network
Call Routing tools and techniquesrequiredExperience with Nice CXOne
platform preferredHealthcare industry experience preferredLocation:
100% RemoteTravel Requirements: Less than 5% (almost no travel)P
hysical 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
(https://www.vaco.com/terms-privacy/) .California residents may
also access Vaco's HR Notice at Collection for California
Applicants and Employees
(https://www.vaco.com/wp-content/uploads/2021/03/VACO-Modified-Regs-HR-Notice-at-Collection-Final-1-converted.pdf)
.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.
Keywords: Vaco, Springfield , REAL TIME ADMINISTRATOR, Other , Albany, Massachusetts
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