Conduent Customer Call Center Operations Analyst in San Francisco, California

Customer Call Center Operations Analyst

Description

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com .

Purpose:

Responsible for managing and controlling the activities that provide operational support for a business segment or group. Advises business groups by providing strategic direction to initiative prioritization, integration and resource application. Leads process improvement initiatives through use of measurements, accountability, analysis and consideration of process alternatives in order to arrive at best practices.

Scope:

General:

The Call Center Analyst provides functional and in-depth analysis in order to improve service levels through future and real-time staffing planning and overall management of workflow. Applies problem solving and analytical skills to support current processes and process improvement. Possesses a keen eye for detail to identify and prevent errors. Has the capability of leading projects from start to finish. Demonstrates a strong ability to own objectives, overcome challenges and become a subject matter expert.

  • Work directly with the QA Manager, Sr. Business Operations Manager, supervisors and team leads to achieve daily service level goals and most importantly that our customers receive the best experience possible.

  • Demonstrate initiative and analytical skills.

  • Work on ad-hoc projects as required by client using MS-Excel and Word to produce and update charts, perform analysis, and write and organize documents.

  • Document policies and procedures, coordinating internally and externally while maintaining focus on solutions, and professionalism.

  • Manage multiple projects simultaneously adhering to deadlines.

  • Identify and communicate problem areas and emerging risks, and assist in potential plans for a resolution or provide recommended solution.

  • Complete duties such as alerting individual team leadership of trend variances, coordinating site staffing needs, including the reporting and analysis of site head count numbers, call center volumes and productivity measurements.

  • Develop/maintain a series of workflow related trackers that drive day to day efficiency (voluntary time-off, absences, open phone shifts, overtime), and driving special projects designed to maximize efficiency and increase production and quality.

  • All other duties as assigned.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf .

Job Business Operations

Primary Location United States-California-San Francisco

Organization Public Sector

Unposting Date May 29, 2018, 12:59:00 AM

Req ID: 18008378