Contact Center Analyst in Danville, PA for Geisinger



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Contact Center Analyst
Job SummaryProvides work force management support to the Contact Center and other assigned Teams. Balances real time inbound and outbound call and non-call customer contacts, developing forecasts, assessing the operational and financial benefits and impacts of scenarios while ensuring execution to meet/exceed service level standards and efficient utilization of resources. Accountable for real-time monitoring of workforce performance during Contact Center hours of operations, alerting management to trends, discrepancies or issues around changing service levels, day-to-day execution and throttling of the outbound customer contact campaigns, ad hoc data analysis, production of daily reports, troubleshooting of production issues, and operations support of multiple contact center locat


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