Contact Management Center Analyst
Health Care Service Corporation
full-time
Posted on:
Location Type: Remote
Location: Remote • Illinois, New Mexico, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $40,900 - $91,000 per year
Job Level
Mid-LevelSenior
About the role
- Serving as a subject matter expert on Resource Management Center (RMC) available technologies, services and processes.
- Collecting pertinent customer business requirements.
- Coordinating new customer implementation activities.
- Monitoring customer performance.
- Serving as a liaison between contact center customers and IT.
- Supporting technical bridges.
- Providing updates, information and direction to customers and leadership.
- Providing real-time performance and user experience to IT.
- Escalating system issues.
Requirements
- Bachelor Degree or 4 years experience in customer service or telecommunications with exposure to Contact Center operational processes.
- Project management experience.
- Ability to be in a position requiring a high degree of self-direction, initiative, sound decision-making and good organizational skills.
- PC proficiency to include Word, Excel, PowerPoint and Lotus Notes.
- Knowledge of CMS and IRIS reports.
- Analytical and problem solving skills; verbal and written communication skills; organizational skills to provide training and consulting services.
Benefits
- health and wellness benefits
- 401(k) savings plan
- pension plan
- paid time off
- paid parental leave
- disability insurance
- supplemental life insurance
- employee assistance program
- paid holidays
- tuition reimbursement
- other incentives
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementanalytical skillsproblem solving skillscustomer servicetelecommunicationscontact center operational processesCMSIRIS reportsPC proficiency
Soft skills
self-directioninitiativedecision-makingorganizational skillsverbal communicationwritten communication
Certifications
Bachelor Degree