AbleTo

Analyst, Call Center Technology

US-NY-New York
1 month ago
ID
2017-1671
# of Openings
1
Category
Operations

Overview

AbleTo, Inc. combines best-in-class patient engagement with behavior change treatment programs that allow health plans and plan sponsors to improve health outcomes, while lowering overall spending, for high-cost medical populations. Benefiting groups include heart patients and diabetics, as well as those suffering from depression/anxiety and chronic pain. All our programs utilize best-practice protocols and are delivered nationally by teams of licensed therapists and behavior coaches. Program participants experience improved health, better recovery and in the case of heart patients, fewer hospitalizations.

Responsibilities

  • Work alongside Engagement Center (EC), marketing and other teams to define and optimize processes, identify efficiencies and process improvements, and drive overall cost reduction
  • Develop, project plan, and implement short and long term technical roadmaps for the EC
  • Serve as call center technology subject matter expert and represent call center among internal technology teams to ensure appropriate priority is placed on call center technology needs
  • Collaborate with technology and data teams to ensure effective data flow between dialer system(s), Salesforce.com and other integrated systems
  • Actively participate in the daily operational activities/provide day-to-day support, proactive maintenance, and perform independent and complex system troubleshooting
  • Complete root cause analysis for system failures or business disruptions; log, track and resolve identified system problems
  • Develop and create customized reports in InContact dialer system and in AbleTo’s business intelligence tool to track and report on SLAs and relevant metrics (e.g., capacity, productivity, efficiency, quality)
  • Train new and existing users on how to use dialer system(s) and related functionality effectively
  • Manage user accounts and permissions
  • Serve as main point of contact for call center technology vendors
  • Communicate to key stakeholder’s important information about system maintenance, changes, events, and addresses concerns regarding any aspect of the services

Qualifications

  • Bachelor’s degree required

Experience:

  • 5+ year(s) of experience in call centers and/or call center operations preferably for an outbound, multichannel call center
  • Project management experience
  • Experience with deployment and adoption of call center and network technologies/CTI: outbound dialer, outbound and inbound IVR, WFM, call recording, skill control, call management, call routing, chat, SMS, etc.
  • Experience managing dialer systems and telephony for distributed teams
  • Health care industry experience preferred
  • Experience developing, tracking and reporting SLAs and relevant metrics (e.g., capacity, productivity, progress, quality)

 

Competencies:

  • Excellent analytical and problem-solving skills and attention to detail
  • Ability to manage multiple tasks and projects
  • Ability to be effective in a fast paced, dynamic environment with minimal supervision
  • Ability to turn analytic insights into executable actions
  • Ability to work in cross-functional teams
  • Excellent written and verbal communication skills
  • Ability to influence others in a constructive manner

 

 

AbleTo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. AbleTo is an E-Verify company.