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Cultural Liaision

Health Dialog

Cultural Liaision

San Antonio, TX +2 locations
Full Time
Paid
  • Responsibilities

    Major Responsibilities and Essential Functions: 

    • Provide staffing schedule recommendations based on consistent and accurate analysis of historical call volume data and forecasted call volume.
    • Analyze and provide recommendations on daily scheduling procedures to ensure effective utilization of resources.
    • Prepare and present trend analysis reports to identify and anticipate call volume fluctuations.
    • Analyze real time and historical data to provide recommendations for productivity improvements
    • Create ad hoc call center reports and prepare, analyze and present findings.
    • Oversee Intra-Day management of changes to schedules and base schedule change process.
    • Build call center scheduling periods, and provide staffing models to fully support meeting service level goals.
    • Establish long and short term planning forecasts for multiple lines of business.
    • Maintain and produce Verint standard operating procedures for Analyst and Scheduling Specialist.
    • Identify and implement Verint software tool improvement opportunities
    • Provide subject matter guidance to Leadership.

     

    Required Qualifications:

     

    • High school diploma or GED.
    • Must have advanced knowledge of and proficiency with Verint Impact 360 Workforce Management software Version 11.1 and 15.
    • Experience implementing Verint Version 15 preferred.
    • Must have at least 3 years’ experience in Call Center/Workforce Management (WFM).
    • Strong data analysis skills including, mathematical and statistical reporting knowledge and experience.
    • Excellent written and verbal communication skills including the ability to conduct presentations providing recommendations and explain analysis to business leaders.
    • Able to independently identify, research and develop recommendations for operational issues.
    • Demonstrated ability to manage multiple projects, priorities and deadlines
    • Ability to interact effectively with team members at various levels of management required.
    • Proficient in Microsoft Office and industry related software programs

     

     

    Work Environment and Special Considerations:

     

    Work is performed in an office environment which typically requires:

    • work performed on a computer (typing, reading, etc)
    • contact with others (face-to-face, by telephone, or otherwise),
    • Responsible for understanding and complying with all company policies that are applicable to their job function and participate in mandatory training in a timely manner.
    • Able to travel up to 10% for meetings and training.

    Required Skills Required Experience

  • Qualifications

    OTJ-ADM

    Skill in reading specifications and identifying the correct parts for fulfilling customer orders.  Excellent knowledge of routine and non-routine packing procedures, techniques, equipment, and basic warehouse procedures.  Skill in using a limited variety of packing procedures and techniques.   Knowledge of shipping documents and ability to identify shipping requirements and procedures for specific items using manual or automated processes.   May require skill in using heat sealers, cutters, hand and power tools.  Ability to complete manual and computerized forms and shipping documents regarding stock description, units of issue, weight, quantity, and labeling requirements outgoing materials and equipment.  Requires basic arithmetic and standard formulas to determine size and volume of packing containers and materials.  Ability to assemble standard shipping boxes and packing contents securely.

  • Locations
    Scottsdale, AZ • San Antonio, TX