[Hiring] EPEC WFM INTRADAY COORD, FCH - PATIENT ENGAGEMENT CENTER @Froedtert

Role Description

The EPEC Intraday Coordinator is responsible for monitoring service and staffing levels in real-time, ensuring that calls are being answered within service level goals. Major responsibilities of this position include:

• Monitoring and analyzing incoming call volumes and service levels
• Monitoring staff adherence rates
• Ensuring proper staff skilling/queueing based on the information gathered
• Researching causes of underperformance
• Identifying areas of improvement within the workforce management strategy
• Adjusting agent schedules to meet the EPEC service standards

This individual will need to possess a high degree of analytical skills, independent decision making, and organization.

Qualifications

• Two (2) years prior customer service, call center, or workforce management experience required
• Prior experience with workforce management tools (e.g., Cisco Finesse, Calabrio, IEX, Verint, Aspect) preferred
• Prior experience using call center phone systems, multiple practice management platforms, or physician scheduling software preferred
• High School Diploma required
• Bachelor's Degree in Business, Human Resources or a related field preferred

Requirements

• Ability to function in a high stress environment where interruptions are frequent
• High attention to detail
• Thinks quickly and uses appropriate judgment
• Demonstrates diplomacy and patience while interacting with colleagues
• Demonstrates basic understanding of data analysis
• Possesses excellent verbal and written communication skills
• Proficiency with computers (use of multiple monitors in facilitation of workflow management, Microsoft Excel knowledge, Call Center software systems knowledge)

Benefits

• Paid time off
• Growth opportunity - Career Pathways & Career Tuition Assistance, CEU opportunities
• Academic Partnership with the Medical College of Wisconsin
• Referral bonuses
• Retirement plan - 403b
• Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics
• Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available