Description: 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: Experience * Minimum three (3) years of call center/Health Plan experience. Education * 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: * N/A Primary Location: Maryland,Fulton,Maple Lawn Call Center 11860 W. Market Pl. Additional Locations: United States 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 Scheduling Team Travel: Yes, 5 % of the Time 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. Load More Click here for additional requirements > Share This Job *