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Kaiser Permanente Careers

Customer Service

Making Each Interaction Extraordinary

Functioning as a liaison between our members, employer groups, providers, brokers, and internal customers, our customer service groups are the face and voice of Kaiser Permanente. They play a vital role in explaining our offerings, policies, and procedures as well as meeting the needs of our members across the country.

Call Center Scheduling Analyst Intermediate

Location: Denver, CO Additional Locations:

Corona Member Service Call Center 1840 California, 1840 California Ave., Corona,California, 92881
Maple Lawn Call Center 11860 W. Market Pl., 11860 W. Market Pl., Fulton,Maryland, 20759
Georgia MSCC, 3200 Breckenridge Blvd., Duluth,Georgia, 30096
Job Number: 773182 Date posted: 03/24/2019
Provides operational support and report writing services in a multi-platform environment for the call center. Functions as a member of the Operations Team for the call center. Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Conducts call pattern forecasting and schedule planning activities to help meet business unit objectives. Monitors and/or develops the application of scheduling systems, including policy and procedures, operating structure, and information flow. May recommend operational improvements.   

Essential Functions:
- Develops hourly, daily, weekly and monthly historical reports from the automated call distribution and PC based contact management systems. Presents trend reports to management to assist in organizational development.
- Designs and utilizes survey/reports to monitor and assess service center performance.
- Develops and maintains user profiles/I.D.s. for the customer service representatives in the ACD and Contact Management systems (for skill based routing and scheduling purposes).  
- Administrator of the Workforce Management System to forecast and produce schedules and show adherence for Customer Service Representatives for the Call Center.
- Provides training to Customer Service Reps./Management on software and statistical data.  
- Works with outside telecommunications companies/vendors to assist Senior Data Analyst with Adds/Moves Changes as needed.
- Identifies changes in operations, budgets, quality of services or practices. Defines problems/issues; proposes and discusses solutions with appropriate parties. Determines need for automated data analysis and/or research project to assess current systems/procedures and develops new tools for data collection.

Basic Qualifications:
- Minimum three (3) years of call center/Health Plan experience.       
- Associate's degree in related field, OR two (2) years of experience in a directly related field.       
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
- N/A
Additional Requirements:
- Has substantial understanding of the job, and applies knowledge and skills to complete a wide range of tasks.          
- Must be able to work in a Labor/Management Partnership environment.

Preferred Qualifications:
- Minimum three (3) years of experience in a multi site contact center or scheduling role highly preferred.        
- Excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
- Knowledge of queuing theories and workforce forecasting and scheduling (Aspect, eWFM, Verint/Blue Pumpkin), computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD) preferred.    
- WFM experience with Aspect highly preferred.    
- Experience using mainframe or personal computers and Microsoft Office applications.            
- Highly collaborative individual with ability to influence others and build strong professional relationships.     
- Ability to perform other related duties and assignments as required and as assigned by their Manager.       

***Available to work from other locations: Duluth GA, Denver CO, Fulton MD, and Corona CA.

Primary Location: Colorado,Denver,Lowry Administration 7901 E. Lowry Blvd. Ste 150 Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: Varies Working Hours End: Varies Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Non-Union, Non-Exempt Job Level: Individual Contributor Job Category: Customer Services Department: MSCC National Team Travel: No Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

About Customer Service Careers

Customer Service Careers

With over 11 million members, more than 127,000 employees, and over 40 million doctor visits a year, our customer service teams need you to come work with a wide variety of people to address concerns, resolve grievances, and educate our communities about our offerings. At Kaiser Permanente, you'll put your communication and mediation skills to work in support of excellence. We are committed to supporting you with ongoing growth, training, and development opportunities.

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