JOB PURPOSE:
The Contact Center System Analyst provides operational support and leadership for Contact Center technology, quality and performance monitoring. This position will also administer tools and processes to optimize the quality and efficiency of service delivery. This position responds to requests from various stakeholders across the system and is responsible for ensuring operational adoption and effective use of contact center related applications and programs, including but not limited to call routing (ACD/ IVR), Quality Management, Workforce Management, Analytics, CTI and Customer Relationship Management (CRM) tools. This includes soliciting, understanding, and documenting business requirements, processes and workflows, enhancing data integrity, while developing both written and visual depictions of requirements and process flows. Associated activities include, but are not limited to, application maintenance and troubleshooting, workforce optimization, forecasting and schedule generation, build and maintenance of quality management and CRM tools and workflows, use and maintenance of analytics programs, reporting and development of job aids and training materials as needed.
The Contact Center System Analyst understands contact center data, metrics and processes, and identifies process improvement needs to provide quality customer service, and creates and maintains dashboards for management reporting. The Contact Center System Analyst leads all contact center performance reporting, trending and analysis, and works directly with appropriate operational leaders as well as the rest of the Contact Center ecosystem to drive process and operational improvements.

KEY RESPONSIBILITIES:
1. Work closely with management to identify, prioritize and execute plans to improve the efficiency of metrics and reporting.
2. Understand contact center and CRM data, metrics and processes and how they relate to the success of the supported contact center.
3. Develop and maintain a standard set of reporting metrics and interpretive results for contact center departments, PHC leadership and other identified stakeholders.
4. Ensure all tools, processes and procedures are properly documented.
5. Facilitate changes, integration and call flow discussions as needed within the strategic plan for contact center departments.
6. Collaborate with Information Services and other technical stakeholders to identify, troubleshoot and resolve issues with contact center related applications and programs.
7. Work with leadership to identify, report, and resolve ongoing issues and trends related to contact center applications and programs.
8. Collaborate with the Quality Assurance team to provide a comprehensive quality review for agents and leaders, including building and calibrating quality scorecards.
9. Monitor and prepare forecast for staffing based on call volumes, peak-times and scheduled PTO for agents.
10. Develop insights and provide feedback to assist in improving process, schedule and quality adherence; recommend new approaches for enhancing performance and productivity when appropriate.
11. Partner with trainers and educators to address large scale training needs and new hire onboarding from a technical perspective as needed.
12. Build and maintain analytics program for speech and desktop analytics.
13. Adhere to Piedmont organizational policies and procedures for relevant location and job scope.
14. Complete and/or attend mandatory training and education sessions within approved organizational guidelines and timeframes.
15. Other miscellaneous duties as assigned.

KNOWLEDGE, SKILLS, ABILITIES:
Strong problem solving and troubleshooting skills in a complex digital/telephony environment including expertise in contact center and customer relationship management systems (ACD, IVR, Workforce Management, CRM).
Knowledge and understanding of key contact center and CRM business performance metrics such as service level, AHT, adherence, etc.
Strong oral and written communication skills, including presentation skills (MS Visio, MS PowerPoint).
Knowledge and understanding of key contact center and CRM business performance metrics such as service level, AHT, adherence, etc.
Strong oral and written communication skills, including presentation skills (MS Visio, MS PowerPoint).
Ability to use independent judgment in determining how to approach and solve problems.
Ability to prioritize and manage multiple tasks simultaneously, and to effectively anticipate and respond to issues as needed in a dynamic work environment.
Knowledge of commonly-used analytical concepts, practices, and procedures within the context of a call center.
Ability to prepare accurate, effective, complete and easy to understand written communication and reports.
Ability to handle confidential and sensitive information.
Ability to consistently maintain a team environment by openly sharing information, exchanging ideas, coordinating activities, peer coaching, and jointly solving problems.

Requirements

MINIMUM EDUCATION REQUIRED:
Bachelor’s degree from a recognized college or university.

MINIMUM EXPERIENCE REQUIRED:
Two (2) years of previous related Contact Center experience, preferably with a strong background in supporting the use of Contact Center and Customer Relationship Management applications.

MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:
None.

ADDITIONAL QUALIFICATIONS:
Bachelor’s degree in healthcare administration, information systems, business or related field is preferred. At least three (3) years of previous related experience in contact center, information systems or CRM administration is desired.

Diversity & Inclusion

At Piedmont Healthcare we embrace diverse ideas, perspectives, and skills to create a collaborative workplace where the best talent wants to succeed. We celebrate differences and recognize that they allow us to care for our community.

Excellence at Work

Piedmont is a certified Great Place to Work™- a national designation based on employee feedback about trust, workplace culture and experience. In 2019, Forbes named Piedmont one of Georgia’s 10 best employers and the highest-ranked healthcare provider.

Piedmont Healthcare

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