Call Center Analyst
at Ronin Staffing

Date Posted: 11/10/2019

Job Description

Title: Call Center Analyst 
Pay: $40.57/hr
Location: Los Angeles, CA 90032
Length: 6 month contract + possible extension and/or hire
Parking: Paid by employee

Job Summary:
Support with data analysis, telephony issue troubleshooting, data entry and generate reports, liaise with IT and telecom teams to resolve network and telephony issues. 

Top 3-5 Required Skills: 
1. Technical knowledge of telephony and IT systems 
2. comfortable with data analysis and reporting 
3. Review data, recommend operational changes for optimal productivity

Top 3-5 Preferred Skills: 
1. Experience in Healthcare preferred 
2. min 3 years experience 
3. Telephony experience, telecomm certifications. 

Minimum Education:

  • Associate degree in related field or High school diploma with additional two years of directly related experience within healthcare industry. 

Duties include:

  • To provide technical guidance and input to the management of Organization Network Call Center and to participate in fulfilling its mission on a day-to-day basis and over the long term. 
  • The Call Center Analyst is responsible for configuration, programming and administration of telephony and related systems. 
  • The Call Center Analyst works with the Call Center Director and Manager to develop call flows based on protocols provided by departments and clinics supported by the Call Center throughout the organization. 
  • The Analyst is responsible for analyzing these protocols/call flows and translating them into programming in the telephony and related systems to ensure that calls are routed correctly and appropriately. 
  • The Analyst is responsible for creating and maintaining statistical reports for the Call Center and the departments it supports. 
  • The Analyst works closely with IT Communications to design, implement, and maintain call handling flows as related to the ACD, PBX, and voicemail systems. 
  • Assists the Call Center Manager and Director as needed with various financial reporting responsibilities. 
  • Assists Call Center Supervisors with Web Directory administration as well as the administration of other peripheral systems as they related to Call Center operations.

Experience:

  • Minimum three (3) years experience working with Call Center systems, (Intelligent Attendant Consoles, enhanced ACD, or Contact Center Servers); including call route programming, skills-based routing and statistical report generation.
  • One year experience in a Healthcare environment preferred.

Skills:

  • Ability to communicate well and computer skills to include Microsoft Word, PowerPoint, Excel and Access. 
  • Ability to create databases and statistical reports in Excel and/or Access.
  • Programming knowledge of telephony and related Intelligent Attendant Console software required.  Certification on these systems preferred.
  • Knowledge of call center statistical systems or workforce management systems and how they relate to call center operations is desired.

Job Snapshot

  • Employee Type: Contractor
  • Location: Alhambra, CA
  • Job Type: Other
  • Experience: Not Specified
  • Date Posted: 11/10/2019

About Us

Founded in 1999 as a woman- and minority-owned IT staffing organization, Ronin Staffing has grown into a full-service staffing search firm that recruits and places qualified and quality candidates with expertise in a wide range of areas, including Engineering, Aerospace, Administration, Accounting/Financing, to name a few. We offer contract-only, contract-to-hire or direct-hire services to our clients and our contractors alike.

Our team of experienced, dynamic and tenacious recruiting specialists will provide you with the personal assistance you need to keep your career moving onward and upward. Whether you are looking for hourly, mid-management or executive level positions, you can be confident in our recruiters’ ability to match you with just the right assignments with just the right companies to suit your needs. Many members of our staff have backgrounds in the industries for which they now recruit, and Ronin has become one of the leaders in providing professionals to Fortune 100, 500, and 1000 companies.

We are proud to offer you a full line of services to help you to meet your career objectives, including resume assistance, human resources consulting, and expert guidance on professional interviewing techniques. We also offer direct deposit and a competitive benefits package.

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