Call Center Operations Analyst

Affinity Health Plan is an independent, not-for-profit managed care company dedicated to serving the needs of low-income residents of the New York Metropolitan Area. Affinity serves over 200,000 enrollees through its Medicaid, Child Health Plus, Family Health Plus, and Medicare programs. We provide competitive base salaries, comprehensive benefits package and more.

 

 

Call Center Operations Analyst

Provide analytical leadership for efforts aimed at optimizing department operations through the development, maintenance, and improvement of call center metrics including abandonment rate, average handle times, customer satisfaction, quality and productivity.  Analyze call volume and trends to implement appropriate call strategy adjustments.  Analyze forecasted data and compare it to actual data on a daily basis.

 

REQUIREMENTS

· Bachelor’s degree in management, health care administration or related field required; Master’s degree preferred.

· Minimum five (5) years of work experience in planning, analysis, and implementation of operating programs and processes, preferably in a managed care or health care setting, which must include experience in an analytical, managerial or systems capacity.

· Demonstrated ability to retrieve, combine, filter and analyze call center data, integrate complex functions and identify solutions to resolve specific business issues, guided by policies and objectives rather than established procedures, i.e., demonstrates creativity and resourcefulness.

· Advanced level proficiency with various Call Center/ Switchboard operating systems including; Microsoft Office (Word, Excel, Power Point, etc.) and knowledge of Microsoft Project and Visio.

· Ability to effectively organize, manages, and performs multi‑dimensional projects and work assignments.

· Highly developed organizational, problem solving and prioritization skills as demonstrated by the successful and timely completion of assignments.

· Special interpersonal skills required to establish and maintain constructive and collaborative relationships that support the sharing of information.  Demonstrated ability to work effectively with all levels of an organization to identify opportunities, and develop and implement solutions.

· Excellent verbal and written communication skills characterized by ability to communicate complex concepts clearly and concisely.

 

*Candidates that have the above experience detailed in their resumes will receive immediate consideration.

 

 

Position Location:  2500 Halsey Street, Bronx NY 10461, at the intersection of Commerce Avenue and Halsey Street off of Westchester Square in the Bronx, NY. 

Bus Routes: Bx4, Bx8, Bx21, Bx31, Bx40, Bx42 and Pelham Express Bus Bxm74

Train Route: #6 Train to Westchester Square Train Station

Car Routes: Near Hutchinson River Parkway and Cross Bronx Expressway