Job Description
200 Ballardvale St, Wilmington, Massachusetts, 01887, USA
Description
Ametros is changing the way individuals navigate healthcare by providing them with the tools and support necessary to make educated decisions on how to spend their medical funds. Ametros's team works closely with patients, insurers, employers, attorneys, brokers, medical providers, and Medicare to create a seamless experience for our clients. Our flagship product is revolutionizing the way funds from insurance claim settlements are administered after settlement. Ametros continues to innovate, bringing new solutions to the market with the goal of simplifying healthcare for our clients. We make managing medical funds safe, effortless, and cost effective for everyone.
The Operational Quality Analyst, Workforce Management is responsible for answering questions from leaders across the Call Center and helping drive informed decisions. They will be primarily responsible for responding to reporting requests, monitoring processes, documenting issues, and helping create new reporting using Call Center metric tools.
Key Responsibilities:
Build and update Call Center reports to provide fast answers to common questions.
Investigate data issues, document findings and work with owners to have them resolved.
Facilitate trainings & help non-technical users navigate Call Center reporting tools.
Assist with requests from our Call Center Management Team to build reports, agent score cards,
staffing projections and presentations as needed.
Help our Operations Teams improve their processes. Identify red flags, couching opportunities
and service failures to propagate improved work practices.
Build reliable reporting on CSAT trends, agent productivity & Call Center performance.
Build Call Center Tool Dashboards to assist Call Center Leaders in real-time oversight.
Assist with documenting and creating CSAT & Workforce Management process guides.
This role requires flexibility and a willingness to adapt as business needs adjust. Tasks outside
the normal course of business may be requested.
Key Skills/Experience and Qualifications:
1-3 years of experience in an analytical role
Bachelor’s degree in data analytics, computer science, finance, economics, or related field is preferred
Proficiency in workforce management software and tools (e.g., Five9, Amazon Connect, Genesys, NICE inContact, Verint, Aspect) is preferred
Strong understanding of Microsoft Excel, Call Center Tool Reporting (Five9/Dynamics/ Business Intelligence Software), or similar analytical software.
Strong analytical skills with ability to convert raw data into actionable business insights
Able to handle multiple projects simultaneously and to deliver projects and results within tight timelines
Interested in “figuring out” solutions to problems, and a positive, self-directed attitude
Prior exposure to a CRM system, Python, SAS, and other big data and machine learning tools.
Responsible for accurately maintaining all Member Ops dashboards and scorecards.
This is a Hybrid role with a 3 day a week in office requirement
The estimated salary range for this position is $60,000USD to $70,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
#LI-BB1
#Li-Hybrid
In addition to our benefits package, employees have the opportunity to get involved with engagement, diversity, and philanthropic initiatives from their first day working with us to help us achieve our goal of Limitless Inclusion for All. As Ametros Citizens, we work together to foster an environment of limitless inclusion and belonging that encourages, supports, and celebrates the diverse voices and backgrounds of our people, while energizing the passion and innovations to revolutionize our industry.
Ametros is an Equal Opportunity Employer
Apply Now
Description
Ametros is changing the way individuals navigate healthcare by providing them with the tools and support necessary to make educated decisions on how to spend their medical funds. Ametros's team works closely with patients, insurers, employers, attorneys, brokers, medical providers, and Medicare to create a seamless experience for our clients. Our flagship product is revolutionizing the way funds from insurance claim settlements are administered after settlement. Ametros continues to innovate, bringing new solutions to the market with the goal of simplifying healthcare for our clients. We make managing medical funds safe, effortless, and cost effective for everyone.
The Operational Quality Analyst, Workforce Management is responsible for answering questions from leaders across the Call Center and helping drive informed decisions. They will be primarily responsible for responding to reporting requests, monitoring processes, documenting issues, and helping create new reporting using Call Center metric tools.
Key Responsibilities:
Build and update Call Center reports to provide fast answers to common questions.
Investigate data issues, document findings and work with owners to have them resolved.
Facilitate trainings & help non-technical users navigate Call Center reporting tools.
Assist with requests from our Call Center Management Team to build reports, agent score cards,
staffing projections and presentations as needed.Help our Operations Teams improve their processes. Identify red flags, couching opportunities
and service failures to propagate improved work practices.Build reliable reporting on CSAT trends, agent productivity & Call Center performance.
Build Call Center Tool Dashboards to assist Call Center Leaders in real-time oversight.
Assist with documenting and creating CSAT & Workforce Management process guides.
This role requires flexibility and a willingness to adapt as business needs adjust. Tasks outside
the normal course of business may be requested.
Key Skills/Experience and Qualifications:
1-3 years of experience in an analytical role
Bachelor’s degree in data analytics, computer science, finance, economics, or related field is preferred
Proficiency in workforce management software and tools (e.g., Five9, Amazon Connect, Genesys, NICE inContact, Verint, Aspect) is preferred
Strong understanding of Microsoft Excel, Call Center Tool Reporting (Five9/Dynamics/ Business Intelligence Software), or similar analytical software.
Strong analytical skills with ability to convert raw data into actionable business insights
Able to handle multiple projects simultaneously and to deliver projects and results within tight timelines
Interested in “figuring out” solutions to problems, and a positive, self-directed attitude
Prior exposure to a CRM system, Python, SAS, and other big data and machine learning tools.
Responsible for accurately maintaining all Member Ops dashboards and scorecards.
This is a Hybrid role with a 3 day a week in office requirement
The estimated salary range for this position is $60,000USD to $70,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
#LI-BB1
#Li-Hybrid
In addition to our benefits package, employees have the opportunity to get involved with engagement, diversity, and philanthropic initiatives from their first day working with us to help us achieve our goal of Limitless Inclusion for All. As Ametros Citizens, we work together to foster an environment of limitless inclusion and belonging that encourages, supports, and celebrates the diverse voices and backgrounds of our people, while energizing the passion and innovations to revolutionize our industry.
Ametros is an Equal Opportunity Employer