National Jewish Health Operations Technical Analyst in Denver, Colorado

General SummaryThe Operations Technical Analyst supports the Health Initiatives operationalteam by monitoring, analyzing and reporting real-time call center activitiesand provides first tier technical support to Health Initiatives (HI) staff.Essential ResponsibilitiesConducts real-time monitoring of queues and skill sets through Avaya CMS toensure resources are being utilized to provide optimal service levels to ourparticipants and clients.Maintains daily operation of the auto dialer, including, but not limitedto administering call campaigns, monitoring real-time agent/dialerperformance, analyzing and reporting auto dialer activity.Conducts real-time monitoring of agents through the IEX real-time adherenceview to ensure schedule adherence, enters appropriate exceptions andnotifies management of adherence issues.Provides first tier technical support to HI staff and clients. Escalatesunresolved issues to the Information Systems at Technology department andensures resolution through collaborative efforts.Assists with analysis and reporting call center data.Assists with loading and maintaining client eligibility files for internalaccess.Supports Workforce Management Analyst with extra time/leave early needs,time off requests, allocating resources to alternative tasks or otherscheduling/reporting needs.Works with management to proactively streamline processes and support withprocess improvement activities.General ResponsibilitiesPerforms, as directed, safety compliance and uses Personal ProtectiveEquipment (PPE), as needed.Participates in Quality Assessment (QA) and Quality Improvement (QI)programs, as directed.Ensures compliance with The Joint Commission and all other Federal, Stateand Regulatory Agencies.Responds promptly and sincerely to customer s needs, requests and concernsvia all communication forms using easily understood language and refrainingfrom using inappropriate language and non-verbal gestures.Maintains positive working relationships as a team player through problemsolving issues, speaking positively about others, listening attentivelyand observing the Patient Bill of Rights and Confidentiality.Increases customer service knowledge, skill and ability by participating indepartment and center-wide specific programs.Incorporates National Jewish s identity (Science Transforming Life )into daily functions. Speaks positively about the center, providescustomers with prompt service, maintains a clean and safe workingenvironment, dresses appropriately based upon National Jewish safetystandards, and departmental policies and wears an ID badge visibly.Knowledge and SkillsExcellent written and oral communication skills. Ability to plan,prioritize, organize and communicate effectively. Demonstrated ability torespond quickly to problems, proven ability to create relationships withmanagement and others to work effectively to problem solve and developsolutions to operational challenges.Excellent PC skills advanced Microsoft Excel, Word and PowerPoint.Knowledge and ability to utilize workforce management software (e.g.Predictive Dialer, Avaya CMS, IEX, Witness) preferred.Certification and LicensureNoneEducationHigh School Diploma or equivalent required. Computer-related coursework ortraining preferred.Work ExperienceMinimum of two (2) years call center experience required. Previousreal-time call center analyst or outbound dialer experience preferred.- or - Any equivalent combination of Education and/or ExperienceWorking ConditionsPosition is in an office environment. Frequent requirements may include:sitting for extended periods, entering and manipulating data on aworkstation computer and participating in team/executive meetings.Approximately 75% of daily responsibilities will be working both one-on-oneand in teams with other personnel and extended one-on-one contact in a quietenvironment where hearing and listening is paramount. Must possess theability to communicate by observation, verbal, written and listening;standing; w